Capital One builds agentic AI to supercharge auto sales

Inspiration can come from different places, even for architecting and designing agentic systems. 

At VB Transform, Capital One explained how it built its agentic platform for its auto business. Milind Naphade, SVP of Technology and Head of AI Foundations at Capital One, said during VB Transform that the company wanted its agents to function similarly to human agents, in that they problem-solve alongside customers. 

Naphade said Capital One began designing its agentic offerings 15 months ago, “before agentic became a buzzword.” For Capital One, it was crucial that, in building its agent systems, they learn from how their human agents ask customers for information to identify their problems. 

Capital One also looked to another source of organizational structure for its agents: itself. 

“We took inspiration from how Capital One itself functions,” Naphade said. “Within Capital One, as I’m sure within other financial services, you have to manage risk, and ...