Case Study: Discover Financial Services modernizes its contact center with Omilia's conversational AI

Discover Financial Services moves to 70%+ self-service utilization with Omilia

Discover Financial Services, a major financial services company, sought to modernize its contact center by moving away from legacy DTMF systems. The customer behavior shifts accelerated their need for a more advanced solution. After a rigorous year-long evaluation of vendors, they chose Omilia's conversational AI platform to power a truly conversational front door for their customer service.

The implementation of Omilia's solution led to significant operational breakthroughs for Discover. This included achieving over 70% self-service utilization, which provided a fantastic cost improvement without impacting customer experience. The solution also enabled seamless cloud migration and dramatically improved authentication and routing, establishing a foundation for Discover’s future in AI-driven customer engagement.

Discover Financial Services