Discover Recognized for Using Artificial Intelligence to Enhance Customer Service

May 31, 2018

RIVERWOODS, Ill.--(BUSINESS WIRE)-- Discover has been selected as a recipient of the 2018 CIO 100 award for using artificial intelligence (AI) to better serve customers. This marks the fourth year in a row the company has received this honor for its innovative customer service enhancement strategies.

Using AI, Discover enhances its In-App Messaging functionality and delivers an easy, instant and intuitive messaging experience for customers and servicing agents. The feature gives customers convenience and the flexibility to jump in and out of conversations with service representatives via the Discover mobile app.

“Skyrocketing mobile adoption is influencing every aspect of customer needs and expectations,” said Glenn Schneider, executive vice president and chief information officer at Discover. “The new in-app messaging capability using AI gives customers a hassle-free contact channel, one that lets them communicate however, whenever, and wherever it’s most convenient for them.”

The capability also helps service agents consistently deliver award-winning customer service by leveraging natural language processing and machine learning to automatically suggest pre-defined responses related to questions, policies and procedures. The more the feature is used, the more the system learns and enables agents to respond with helpful and personalized information within seconds.

"Every year, we are honored to showcase the technology, innovation and business value delivered by our CIO 100 award winners. Each of these companies has achieved notable success in accelerating businesses to the front lines of the digital revolution," said Maryfran Johnson, Executive Director of CIO Programs for CIO Events and the CIO Executive Council. "This year's winners are inspiring examples of how IT leadership, business partnerships and customer engagement can reshape the future."

The 31st annual award program recognizes organizations around the world that exemplify the highest level of excellence in information technology. Recipients of this year's CIO 100 Award were selected through a three-step process. Companies first completed an online application detailing how their initiative delivered business value through technology innovation. A team of judges, many of them former CIOs, rated each application measuring innovation and business value. CIO editors then reviewed the list of finalists and selected the winning honorees.

Winning companies will be recognized at the annual CIO 100 Symposium & Awards Ceremony in August.

About Discover

Discover Financial Services (NYSE: DFS) is a direct banking and payment services company with one of the most recognized brands in U.S. financial services. Since its inception in 1986, the company has become one of the largest card issuers in the United States. The company issues the Discover card, America's cash rewards pioneer, and offers private student loans, personal loans, home equity loans, checking and savings accounts and certificates of deposit through its direct banking business. It operates the Discover Global Network comprised of Discover Network, with millions of merchant and cash access locations; PULSE, one of the nation's leading ATM/debit networks; and Diners Club International, a global payments network with acceptance in 190 countries and territories. For more information, visit

Susan J. Villalobos

Source: Discover Financial Services