GFT & Google Cloud Gen AI to Power Next-Gen Customer Service

Digital transformation firm GFT has announced that, with Google Cloud, it will bring forward a Gen AI tool to help banks support their customer service

Customer experience (CX) has never been more important. Customers today have great expectations, demanding personalised, efficient and interactive experiences that meet their needs.

One of the most powerful uses of generative AI (Gen AI) has been the transformation of these experiences, with the technology capable of delivering enhanced personalisation and handling customer queries in real time.

As Alex Rutter, Managing Director AI GTM, EMEA at Google Cloud, told us recently, for retailers that are already utilising AI, the technology has redefined how they understand, and engage with customers. “Synergistic advancements in data analysis and chatbot innovation have seen Gen AI elevate customer experience in two key areas: personalisation and automation,” he told us.

With projections showing that the global AI adoption rate could grow as much as 40% between 2023 and 2030, Google Cloud and digital transformation company GFT have announced a plan to combine efforts, along with independent software vendors (ISVs), to bring forward a new Gen AI Intelligent Assistant for banks to support their customer service. 

The Gen AI Intelligent Assistant is a conversational interface, built on Google Cloud’s Generative and Vertex AI technologies, utilising advanced large language models (LLMs) to give banking customers immense flexibility on the questions they can ask and have answered by the AI-powered assistant. 

“Businesses and consumers have heard a lot about AI in recent years,” comments Carlton Hopper, UK MD at GFT. “It’s high time they started to see and feel the benefits of this technology. The GenAI Intelligent Assistant is a perfect example of industry-leading technology coming to the benefit of both clients and consumers.”

Gen AI tool to result in reduced costs, improved customer service and employee engagement

Discussions around AI, particularly with a focus on Gen AI in recent months, have been widespread and constant for several years, with businesses and consumers now keen to see real use cases of this innovative technology in action. According to GFT, the Gen AI Intelligent Assistant will benefit banking customers through: 

  • Reduced costs: Banks will be able to take advantage of this offering to answer customer queries and not having to rely on an army of customer support staff.  
  • Improved customer service: GenAI-supported customer relations and engagement means consumers can get quicker access to secure services, improving customer engagement and satisfaction.  
  • Employee engagement: With the GenAI assistant, employees can focus on high value tasks, rather than repetitive actions, thereby developing into more comprehensive roles within the business. 

Dean Clark, UK CTO, GFT highlights how the announcement brings together a number of truly innovative players in the tech industry. “It brings together the LLM experience of Google and the platform engineering expertise of GFT,” he added. “Through this offering, Banks can benefit from significant value, cost efficiencies, and innovation.”


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