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Capital One boosts call center results with AI

AFSA 2026

Amanda Harris

LAS VEGAS — Capital One’s use of agentic and generative AI tools is leading to faster, more reliable servicing, higher customer engagement at dealerships, and better closing rates.   When the bank’s call center agents use gen AI-based tools to research information in real time to answer customer queries, they get highly relevant answers about 93% of the time, compared with 84% with manual research, Vince Nam, executive vice president and head of dealer auto finance at Capital One, said at the 2026 AFSA Vehicle Finance Conference on […]

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