{"id":550298,"date":"2025-08-07T12:09:53","date_gmt":"2025-08-07T12:09:53","guid":{"rendered":"https:\/\/www.capgemini.com\/mx-es\/?p=550298&#038;preview=true&#038;preview_id=550298"},"modified":"2025-08-07T12:11:01","modified_gmt":"2025-08-07T12:11:01","slug":"smarter-service-stronger-results-the-ai-driven-future-of-contact-centers-in-financial-services","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/expert-perspectives\/smarter-service-stronger-results-the-ai-driven-future-of-contact-centers-in-financial-services\/","title":{"rendered":"Smarter service, stronger results: The AI-driven future of contact centers in financial services"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Smarter service, stronger results: The AI-driven future of contact centers in financial services<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2025\/03\/Rajesh-Iyer-e1607079100644-1.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Rajesh Iyer<\/h5><h5 class=\"blog-date\">28 Mar 2025<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n\n<h2 class=\"wp-block-heading\" id=\"h-the-struggle-to-meet-rising-customer-expectations\">The struggle to meet rising customer expectations<\/h2>\n\n\n<p>Customer expectations for financial services firms have never been higher. Whether submitting a mortgage application to a bank or contacting an insurer to file a claim, consumers demand seamless, hyper-personalized, and efficient service at every interaction. However, many financial services contact centers still rely on outdated models that struggle to meet these expectations. Long wait times, fragmented communication channels, and manual processes create frustrating experiences for both customers and agents.<\/p>\n\n\n<p>The disconnect between what customers expect and what traditional contact centers deliver is becoming increasingly untenable. According to ÎÚÑ»´«Ã½\u2019s <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-retail-banking-report\/\">World Retail Banking Report 2025<\/a>, only 24% of customers are satisfied with their bank\u2019s contact center interactions. Customers cite long wait times (61%), inconsistent communication across channels (65%), and gaps in real-time updates between digital and in-person interactions (63%) as major sources of frustration\u200b. These pain points are equally prevalent in the insurance sector, where policyholders frequently encounter delays when filing claims, updating policy details, or seeking assistance during critical life events.<\/p>\n\n\n<p>Operationally, these challenges extend beyond customer experience. Many financial services firms continue to operate contact centers where over <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/intelligence-turns-bank-contact-centers-into-value-creators\/\">80% of an agent\u2019s workday<\/a> is consumed by repetitive, manual tasks, leaving little room for value-driven customer engagements\u200b. For insurers, this often means agents spend excessive time manually verifying policyholder information, processing claims, or handling routine inquiries\u2014tasks that could be streamlined through automation. Similarly, in banking, less than <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/intelligence-turns-bank-contact-centers-into-value-creators\/\">10% of agent time<\/a> is spent on revenue-generating activities such as up-selling and cross-selling, leading to missed opportunities for business growth\u200b.<\/p>\n\n\n<p>The demand for change has never been more pressing. Financial institutions must move beyond incremental improvements and embrace AI and generative AI (GenAI)-powered contact centers that blend automation, real-time analytics, and live agent support. By integrating these capabilities, banks and insurers can significantly reduce operational costs, improve customer satisfaction, enhance compliance monitoring, and strengthen fraud detection efforts. Those that adopt AI and GenAI-based solutions will be well-positioned to turn their contact centers from cost-heavy service departments into strategic hubs of customer engagement, operational efficiency, and revenue generation.<\/p>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ai-powered-contact-centers-the-key-to-efficiency-and-growth\">AI-powered contact centers: The key to efficiency and growth<\/h2>\n\n\n<p>By integrating advanced AI and GenAI technologies, banks and insurers can create smarter, more responsive, and cost-effective contact centers. From real-time insights that improve self-service interactions to automated workflows that streamline post-call processes, these tools are redefining efficiency and service quality.<\/p>\n\n\n<h4 class=\"wp-block-heading\" id=\"h-improving-efficiency-through-real-time-speech-recognition\"><strong>Improving efficiency through real-time speech recognition<\/strong><\/h4>\n\n\n<p>Efficiency is at the heart of a well-functioning contact center, yet traditional workflows burden agents with manual notetaking, post-call documentation, and slow information retrieval\u2014all of which extend call durations and reduce productivity. AI-powered real-time speech recognition technology is improving agent workflows by providing instantaneous transcription, automated notetaking, and intelligent response suggestions, allowing agents to focus on engaging with customers rather than administrative tasks.<\/p>\n\n\n<p><a href=\"https:\/\/www.nvidia.com\/en-us\/ai-data-science\/products\/riva\/\">NVIDIA\u00ae Riva<\/a>, a collection of GPU-accelerated multilingual speech and translation microservices, enables firms to create or fine-tune open-source automatic speech recognition (ASR) models to better comprehend sector, function, and firm nuances to generate highly accurate transcriptions at low cost. By leveraging <a href=\"https:\/\/docs.nvidia.com\/nim\/\">NVIDIA\u00ae NIM\u2122<\/a> and <a href=\"https:\/\/docs.nvidia.com\/nim-operator\/\">NIM\u2122 Operator<\/a> for scalability, financial institutions can seamlessly deploy instant transcription across large-scale contact centers without disrupting existing workflows.<\/p>\n\n\n<h4 class=\"wp-block-heading\" id=\"h-bolstering-customer-satisfaction-through-deep-real-time-insights\"><strong>Bolstering customer satisfaction through deep, real-time insights<\/strong><\/h4>\n\n\n<p>Contact centers incorporating GenAI capabilities are revolutionizing self-service by delivering context-aware, human-like interactions that go past scripted responses. Unlike traditional solutions, contact centers powered by capable state-of-art large language models (LLMs), trained on enterprise data, can better understand customer intent, retain long-term context, and provide real-time, personalized support.<\/p>\n\n\n<p>With <a href=\"https:\/\/www.ai21.com\/jamba\/\">AI21\u2019s Jamba<\/a>\u2014a hybrid state-space and transformer LLM\u2014GenAI can provide advanced sentiment analysis, low-latency response times (&lt;500ms), and deep contextual understanding that adapts as the conversation evolves. <a href=\"https:\/\/www.nvidia.com\/en-us\/ai-data-science\/products\/nemo\/\" target=\"_blank\" rel=\"noreferrer noopener\">NVIDIA\u00ae NeMo\u2122<\/a>&nbsp;can be used to customize the models with domain knowledge. Once in production, model performance can be maintained with NVIDIA\u00ae NeMo\u2122 microservices to curate new business data and user feedback, fine-tune and evaluate the model, connect with Retrieval-Augmented Generation (RAG) pipelines, and guardrail the model&#8217;s responses. Furthermore, NVIDIA\u00ae NIM\u2122&nbsp;can help scale latency and throughput, optimizing&nbsp;the delivery&nbsp;of GenAI-driven insights.&nbsp;<\/p>\n\n\n<p>GenAI-powered self-service also ensures seamless omnichannel experiences, enabling smooth transitions between chat, voice, and video interactions while maintaining context. By integrating intelligent automation and real-time insights, banks and insurers can provide faster, more relevant support\u2014boosting efficiency while strengthening customer loyalty.<\/p>\n\n\n<p>With real-time transcription and GenAI-driven insights, agents receive instant customer context and recommended responses, allowing them to resolve inquiries more efficiently. This technology also automates post-call work, generating summaries of key details and next steps\u2014tasks that traditionally take several minutes per interaction. As a result, financial institutions can increase overall agent productivity by an <a href=\"https:\/\/www.nber.org\/papers\/w31161\">average of 14% and by 34% for novice or lower-skilled workers<\/a>, optimize call handling times, and empower agents to deliver faster, more personalized service.<\/p>\n\n\n<h4 class=\"wp-block-heading\" id=\"h-simplifying-ai-and-genai-adoption-with-a-contact-center-as-a-service-platform\"><strong>Simplifying AI and GenAI adoption with a Contact Center-as-a-Service platform<\/strong><\/h4>\n\n\n<p>A Contact Center-as-a-Service (CCaaS) platform streamlines the adoption of AI and GenAI capabilities by eliminating the need for complex infrastructure. With plug-and-play integration, firms can rapidly deploy AI-driven real-time speech recognition and GenAI-powered agent assistance without disrupting existing workflows.<\/p>\n\n\n<p><a href=\"https:\/\/zuqo.io\/\">Zuqo\u2019s CCaaS platform<\/a> can be used to accelerate deployment by orchestrating automation, live-agent interactions, and post-call workflows in a seamless environment. This allows firms to enhance customer engagement and agent productivity without the need for major technology overhauls.<\/p>\n\n\n<p>With built-in scalability, Zuqo\u2019s platform supports multi-region and multi-language operations, enabling financial institutions to expand without technological bottlenecks. Its API-driven architecture ensures effortless integration with existing CRM, compliance, and fraud monitoring systems, allowing AI-powered enhancements to fit naturally within current workflows.<\/p>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-use-case-rapid-fraud-resolution-in-financial-services\">Use case: Rapid fraud resolution in financial services<\/h2>\n\n\n<p>A customer calls their financial institution\u2019s contact center after noticing an unauthorized charge on their credit card account. Instead of navigating frustrating hold times or being transferred multiple times, they are quickly connected to a live agent equipped with AI and GenAI-driven support tools.<\/p>\n\n\n<p>As the customer explains the issue, real-time speech recognition transcribes the conversation, instantly analyzing intent and retrieving relevant account details. The GenAI-powered system assists the agent by surfacing next-best actions, allowing them to immediately credit the disputed amount while the fraud investigation takes place. With a single click, the agent efficiently cancels the compromised card and issues a new one, ensuring a swift resolution without requiring the customer to call back or complete additional steps.<\/p>\n\n\n<p>Once the call ends, AI-driven quality assurance automatically reviews the interaction within 150 seconds, assessing over 60 compliance and service quality indicators to ensure a high standard of support.<\/p>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-future-of-contact-centers-is-finally-here\">The future of contact centers is finally here<\/h2>\n\n\n<p>The financial services industry is undergoing a profound shift, where traditional contact center models can no longer keep pace with rising customer expectations and increasing operational inefficiencies. AI and GenAI-powered solutions provide the opportunity to transform these challenges into competitive advantages, enabling banks and insurers to deliver faster, smarter, and more seamless customer experiences.<\/p>\n\n\n<p>By integrating GenAI-driven self-service, real-time speech recognition, and automated workflows, financial institutions can enhance agent productivity, improve fraud resolution, and ensure regulatory compliance\u2014while reducing costs. Contact Center-as-a-Service platforms make this transformation even more accessible, providing a scalable and easily integrated solution that eliminates the barriers to AI and GenAI adoption.<\/p>\n\n\n<p>As the demand for efficiency, security, and personalized service continues to grow, financial institutions that embrace contact centers powered by AI and GenAI will position themselves as industry leaders. By modernizing their approach, banks and insurers can future-proof their organizations in an increasingly digital world.<\/p>\n\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Author<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2025\/03\/Rajesh-Iyer-e1607079100644-1.jpg\" alt=\"Rajesh Iyer\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/rajeshiyerlion\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Rajesh Iyer<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Head of AI and ML, Financial Services ÎÚÑ»´«Ã½ &amp; Data<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/rajeshiyerlion\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Rajesh is the Global Head of AI and ML for Financial Services. He has almost three decades of of experience in the Financial Services Industry, working with Fortune\/Global 500 clients seeking to maximize the value of investments in their Enterprise Data and AI programs.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Smarter service, stronger results: The AI-driven future of contact centers in financial 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