Empowering customer service agents using generative AI
Tide
We worked with business finance platform Tide to reimagine how human-centred customer service could work when powered by generative AI.
Total ticket handle time reduction as a result of using MemberSummarise
Background
Rapid growth in both Tide’s service offering and its customer numbers led to increased demands on the company’s customer service agents. Tide turned to Faculty to both help improve service and find operational efficiencies.
“Focusing on empowering human agents to spend less time on manual tasks and more time serving customers is what will unlock the opportunities of genAI in customer service.”
Joe Mills, Senior Manager
Faculty
Solution
We first mapped the decision loop that underpinned Tide’s customer service operation to identify the most time consuming tasks that could be automated with genAI. These included time spent on researching customer history, finding relevant policies and data, and drafting customer responses. As a result, we built two applications into the agent’s workflow: AgentAssist, which combines process and policy documentation with live customer data for faster access to information, and MemberSummarise, which pulls customer data from multiple sources into a quick, digestible summary for agents.
Impact
Both tools were deployed and integrated into the workflows of Tide’s customer service agents. Agents recorded a 10% decrease in their overall ticket handling time, attributed heavily to MemberSummarise.
“Partnering with Faculty enabled us to quickly validate the idea of MemberSummarise. Together we scoped, built and iterated on a proof of concept to leverage their expertise in data science.”