Though there are numerous areas of application for gen AI, the call center was identified as a high business impact, but low risk area of focus.

“We wanted to optimize our contact center operations,” says Ron Mills, VP of Data and Cloud at Definity. "Moving our call center technology to Google Cloud is foundational for greater scale and it opened doors to innovating with AI.”

Deloitte helped to develop the AI-based call summary and speech analytics solution. The data ingestion of the system runs on Dataflow. At the same time, an open-source transcription model also runs on Dataflow with GPUs. This setup moves transcriptions over to Google Cloud DLP, then to large language models on Vertex AI for data extraction and summary creation, and finally back to Salesforce to where summaries are stored.

“We wouldn’t have been able to do this without Deloitte’s knowledge,” says Desbiens. “They offered the right capabilities, best practices, and hands-on execution to get the project off the ground. They continue to provide invaluable guidance as we automate other call center activities.” As a next step, Definity focused on virtual agent authentication, which is a requirement for every customer support call coming into the organization. This process typically took a couple of minutes per contact. Deloitte partnered with Definity to stand up a new solution using Dialogflow CX to streamline authentication and customer service.

“You have to be agile and creative when incorporating generative AI to drive specific business outcomes,” says Anand Nimkar, Generative AI Practice Leader at Deloitte. “Definity trusted us and collaborated with us every step of the way. In the end, we had a solution that was different from what we first outlined, and it was better.”

Tatjana Lalkovic, Senior Vice President and Chief Technology Officer added, “Deloitte brought important expertise in this space to our collaboration. They helped us not only with delivery, but also to develop important skills on our technology teams that will enable ongoing innovation with AI.”

Definity has seen marked call center improvements, as well as happier contact center employees who feel more empowered to make decisions. The company is building on the positive experiences and cost savings by training call center employees to support other business areas, including underwriting. By first building and testing one specific use case in the contact center, Definity has developed the ability to scale gen AI across the company with future applications. They are continuously taking a thoughtful approach to other enterprise applications of the technology.

Looking ahead, Definity plans to continue working with Deloitte and Google Cloud to use AI for future contact center capabilities as well as other business areas.

“We’re really pleased by what we’ve accomplished so far and are excited to see the business benefits we can achieve in the future to further boost customer satisfaction, operational efficiency, and employee engagement,” says MacDonald.

Adds Mills, “Our collaboration with Deloitte and Google Cloud is strong. We act as a unified team to achieve our goals. Even if challenges come up, we work together to quickly resolve them. It is a testament to the strength of our collaboration.”