Citi GenAI Boosted Agent Assist boosts service speed, accuracy, and global scalability across 47 countries.
Citi has expanded its use of GenAI with the CitiService Agent Assist tool. It is designed to improve how customer service agents handle client queries worldwide. Embedded within the CitiService platform, this AI-driven solution enables faster, more accurate responses while reducing manual effort, streamlining operations, and enhancing overall client satisfaction.
The GenAI tool works alongside human agents, providing real-time recommendations and context-specific guidance that helps reduce response times. By automating knowledge retrieval and summarizing complex data instantly, it eliminates repetitive tasks and lets agents focus on high-value customer interactions. The result is a smoother, more efficient client service experience.
Deployed across 47 countries, CitiService Agent Assist is part of Citi’s broader strategy to blend human expertise with machine intelligence. The tool has already improved decision-making accuracy and increased operational scalability. Its success earned Citi the Pega Innovation Award for advancing AI-driven service excellence in the financial sector.
Citi plans to further embed AI across its client service processes to drive automation, boost data accuracy, and create lasting operational efficiencies. This approach reflects Citi’s long-term vision of building a modern, scalable, and globally consistent service model powered by advanced technology.