Genesys®, a global leader in agentic orchestration for customer experience (CX), announced today that DNB is transforming customer service with Genesys Cloud™ AI. DNB is Norway’s largest financial services group. The company now builds its service model around connected customer journeys.
DNB uses Genesys Cloud AI to automate routine work. Moreover, the technology maintains context across interactions. As a result, advisors gain more time to focus on customers and complex interactions.
The early numbers look strong. Notably, 95% of customers opt in to AI-supported conversations. In addition, advisors accept 80% of AI-generated interaction summaries without edits. Therefore, DNB is building a trusted foundation for broader AI adoption across the customer journey.
Customers shifted toward digital banking. Consequently, DNB saw a chance to rethink its on-premises contact center environment. Years of customizations and integrations had made that setup increasingly complex. So, DNB standardized on Genesys Cloud. The move simplifies the environment, accelerates innovation, and helps the company meet rising customer expectations.
Trond Prestø, head of contact center at DNB, shared the goal behind the project.
“Our goal is to use AI to take away the work that gets in the way of serving customers,” said Trond Prestø, head of contact center at DNB. “When advisors spend less time on administrative tasks, they can be more present in the conversation and provide greater value to customers. That’s ultimately what this transformation is about — using technology to create better experiences for both customers and our people.”
How Genesys Cloud Agent Copilot Supports Advisors
Genesys Cloud™ Agent Copilot brings the right knowledge to customer conversations. It also helps advisors in real time. The tool then automatically generates interaction summaries. DNB’s approach reduces the work around each interaction so advisors have more capacity. This allows them to listen, provide advice and deal with more complex customer needs.
Tony Bates, chairman and CEO of Genesys, highlighted the broader value of this approach.
“AI creates the most value when it increases efficiency, removes complexity and gives people more capacity to focus on the moments that require human support,” said Tony Bates, chairman and CEO of Genesys. “DNB is showing how enterprises can bring agentic AI across the customer journey, helping advisors deliver greater value today while laying the foundation for more autonomous experiences over time.”
What Comes Next for DNB
DNB now builds on its progress with Genesys Cloud Agent Copilot. Meanwhile, the company explores how agentic virtual agents can automate more of the customer journey. DNB plans to deploy Genesys Cloud Agentic Virtual Agent. This move takes traditional bots beyond answering questions. Instead, the bots will complete actions on behalf of customers. At the same time, DNB will maintain the governance and controls that financial services require.
DNB expects its autonomous agents will enable customers to self-serve on an additional 20% of interactions which would have previously required support from advisors. The company aims for 80-90% first contact resolution rates as AI and automation increases.
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News Source: Businesswire.com
