Pilot demonstrates it's easier and faster for
team members to access the information they need to respond to
client questions
TORONTO, July 16,
2024 /CNW/ - CIBC today announced it is
expanding a Generative AI (GenAI) pilot aimed at enhancing team
members' experience in using its central information hub, Knowledge
Central, to serve clients. The expanded pilot will use a
Chat-GPT-like interface to make it easier for team members to get
the information they need to answer questions quickly and
accurately, empowering them to deliver a positive client
experience.
"At CIBC, we recognize the transformative potential of AI and
are committed to integrating this technology into our operations to
better serve our clients and streamline our processes," said
Jane Yuen, Head of Enterprise
Channels, CIBC. "This pilot is one of a number of use cases
currently underway across our bank, all focused on enabling the
execution of our client-focused strategy over the long term and
supported by our AI governance processes."
Frontline team members use Knowledge Central to get answers to
questions, help serve clients and ensure a positive experience.
With the significant amount of information it contains, the bank
saw an opportunity to improve the employee and client experience
using GenAI.
Now using an enhanced interface, powered by cognitive search
and GenAI capabilities, frontline team members can type in
their question and the answer is returned in a simple and easy to
understand way, enabling them to focus more on giving client advice
and building relationships.
Through a phased pilot, the bank is taking a deliberate and
thoughtful approach leading to a national roll out later this
year.
"Our frontline team needs access to a tremendous amount of
information to ensure they are equipped to meet the varied needs of
our clients," added Yuen. "Putting the power of AI in their hands
to make those interactions more efficient and deliver a better
client experience is a good example of where AI can make a
significant, positive impact on how we operate every day."
About CIBC
CIBC is a leading North American financial institution with 14
million personal banking, business, public sector and institutional
clients. Across Personal and Business Banking, Commercial Banking
and Wealth Management, and Capital Markets and Direct Financial
Services businesses, CIBC offers a full range of advice, solutions
and services through its leading digital banking network, and
locations across Canada, in the United States and
around the world. Ongoing news releases and more information about
CIBC can be found at www.cibc.com/ca/media-centre.
SOURCE CIBC