CIBC’s GenAI pilot boosts client service efficiency by simplifying access to information for frontline team members.
Canadian Imperial Bank of Commerce, CIBC, is expanding a GenAI pilot to enhance the use of Knowledge Central, a central information hub, by frontline team members. This pilot leverages a Chat-GPT-like interface, making it easier for staff to quickly access the necessary information to respond to client inquiries accurately.
This GenAI solution tackles the primary challenge of the overwhelming amount of information within Knowledge Central. Previously, sifting through this data was time-consuming and complex. The GenAI interface allows team members to type questions and receive concise, understandable answers powered by cognitive search capabilities. This improvement frees them to focus on providing personalized advice and building client relationships.
The phased pilot aims to roll out nationally by the end of the year, demonstrating a thoughtful approach to integrating GenAI into daily operations. This initiative is part of CIBC’s broader strategy to incorporate AI for better client service and streamlined processes, supported by robust AI governance.
Jane Yuen, Head of Enterprise Channels at CIBC, emphasized the significance of this pilot in improving client interactions. By equipping frontline staff with GenAI, CIBC aims to make client interactions more efficient and impactful, illustrating the substantial benefits AI can bring to daily banking operations.