TD Bank Group Launches GenAI Pilots to Enhance Customer Experiences
The Toronto Dominion Bank Group (TD) has recently announced the launch of two innovative generative AI pilots aimed at improving customer experiences within its contact centers and streamlining coding processes for its engineers. These initiatives have been developed under TD Invent, the bank's enterprise innovation approach that allows for the exploration of new technologies to address real-world challenges.
Enhancing Contact Center Experiences
One of the key initiatives introduced by TD is a generative AI virtual assistant designed to assist contact center colleagues in swiftly addressing common banking inquiries. This AI assistant, developed in collaboration with Layer 6, TD's research center, is trained using the bank's policies and procedures to provide quick and accurate responses in conversational language, enabling colleagues to better serve customers.
The implementation of this virtual assistant is part of TD's ongoing AI strategy, with Luke Gee, Head of AI and Analytics at TD, emphasizing the transformative potential of generative AI in revolutionizing customer service delivery.
Empowering Engineers with GitHub Copilot
In addition to enhancing customer experiences, TD has also rolled out a pilot program utilizing GitHub Copilot, a generative AI programming assistant created by Microsoft, to support its engineering function. This tool analyzes code written by engineers, offering real-time suggestions for completion and testing, thereby enhancing coding efficiency and overall developer experience.
Following a pilot program conducted with a group of engineers, TD observed significant benefits from GitHub Copilot, with engineers reporting time savings and increased productivity. Licenia Rojas, Senior Vice President, Chief Engineer, and Architect at TD, highlights the role of generative AI in shaping the bank's engineering culture and its commitment to fostering talent and innovation within the industry.
