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Lloyds’ new genAI could supercharge the customer experience

The news: Lloyds has launched an internal genAI-powered knowledge hub, Athena, to help customer-facing employees sift through banking and customer information faster—empowering more personalized and helpful experiences, per PYMNTS.

The details: So far, 21,000 of the bank’s employees have used the new system to respond to customer queries faster by sifting through an internal knowledge base of 13,000 articles. And in its initial stages, it’s already:

  • Cut the average time for employees to find information from 59 seconds to 20 seconds, a 66% reduction

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