NewDay builds A Generative AI based Customer service Agent Assist with over 90% accuracy

This post is co-written with Sergio Zavota and Amy Perring from NewDay.

NewDay has a clear and defining purpose: to help people move forward with credit. NewDay provides around 4 million customers access to credit responsibly and delivers exceptional customer experiences, powered by their in-house technology system. NewDay’s contact center handles 2.5 million calls annually, so having the right technology to empower their customer service agents to have effective conversations with customers is paramount to deliver great customer experience.

The role of the contact center is complex, and with nearly 200 knowledge articles in Customer Services alone, there are times where an agent needs to search the right answer for a customer question from these articles. This led to a hackathon problem statement in early 2024 for NewDay: how can they harness the power of generative AI to improve the speed to resolution, improving both the customer and ...