Challenge: •Digital financial services firm Ally wanted to reduce manual tasks for its customer service associates and free up time for them to engage with customers. •Ally’s customer service associates are its human face, and they had to write detailed notes after calls, taking time away from customers. Solution: •Ally is using Microsoft Azure and Azure OpenAI Service to automate note-taking after customer service calls. •The capabilities of generative AI are helping Ally provide a more personalized experience while protecting vital customer data. •Ally is using conversational AI to deliver call summaries with more than 85 percent accuracy.

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