THE TORONTO-DOMINION BANK The Canadian generative AI pilots are designed to support colleagues in the Bank's contact centres and engineering practice
"Generative AI is transformative; its potential to revolutionize how we deliver for our colleagues and customers is incredible," said
Delivering enhanced customer experiences in TD contact centres
When contact centre colleagues require support to answer a customer inquiry, they seek the advice of supervisory support teams. This process can lead to longer hold times. TD developed a generative AI virtual assistant that, once implemented, is designed to help contact centre colleagues retrieve answers to these day-to-day banking inquiries in seconds, resolving them in a shorter amount of time.
Layer 6 helped develop the generative AI virtual assistant and train it alongside colleagues with a deep understanding of TD policies and procedures. The generative AI virtual assistant provides summarized responses using conversational language to contact centre colleagues, including links to the TD policies and procedures used to source its answers. Colleagues can reference them and complete the necessary next steps to answer customer inquiries faster.
The introduction of large language models (LLMs) in contact centres has already proven to be impactful, according to a 2023
The Bank is testing the generative AI virtual assistant with front-line contact centre colleagues this year.
Accelerating the pace of software development for TD engineers
To augment the work of its engineers, TD launched a pilot for GitHub Copilot, a generative AI programming assistant developed by Microsoft.
GitHub Copilot is designed to help streamline simple tasks and accelerate code development. Users can prompt Copilot in natural language to get responses to coding questions, explanations of complex coding topics, suggestions for security recommendations, and more.
At TD, GitHub Copilot is assisting engineers by analyzing the code they're writing and providing real-time suggestions for completing and testing it. With additional time, TD engineers can focus on tasks that require more expertise and provide greater value to the Bank. The platform also enables a more efficient developer experience by helping engineers develop maintainable code.
"We expect that generative AI is going play an important role in how we evolve our engineering function and culture at TD," said
Between September and
- 50% of engineers surveyed said GitHub Copilot could save them up to 20 hours over a two-week sprint.
- 93% of data engineers surveyed said they were equally or more productive with the help of GitHub Copilot
- 75% of engineers surveyed said it was easy to integrate GitHub Copilot into their everyday work.
Both the contact centre and the engineering pilots were developed through TD Invent, the Bank's enterprise approach to innovation. Within this approach, TD explores how emerging technologies like generative AI and spatial computing can be used to address real challenges before reviewing their potential to be scaled. Today, the Bank has a robust innovation pipeline, spanning across multiple lines of business.
"Through TD Invent, every line of business at TD is working together to understand how we can operationalize emerging technologies to get them to our customers and colleagues quicker and help shape the future of banking, " said
Today's announcement is part of
About TD Invent
TD Invent drives innovation at the Bank. Through our three areas of focus— Colleague Ideation, Human-Centered Design and Innovation Acceleration —we work across our innovation ecosystem to help meet the evolving needs of our customers, colleagues and communities, accelerating future growth opportunities. To learn more about how we're helping to shape the future of banking at TD, visit tdinvent.td.com.
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