Genesys, a global leader in agentic orchestration for customer experience (CX), has announced that DNB, Norway's largest financial services group, is transforming customer service around connected journeys using Genesys Cloud AI. DNB is using AI to automate routine work, maintain context across interactions, and give advisors more time to focus on customers and complex interactions.
DNB, Norway's largest financial services group, is transforming customer service with Genesys Cloud AI
DNB is using AI to automate routine work and maintain context across interactions
95% of customers have opted in to AI-supported conversations
80% of AI-generated interaction summaries are accepted without advisor edits
DNB standardized on Genesys Cloud to simplify an increasingly complex on-premises contact center environment
DNB plans to deploy Genesys Cloud Agentic Virtual Agent to enable more self-service
Using AI to Take Away Work That Gets in the Way
As customers shifted toward digital banking, DNB saw an opportunity to rethink an on-premises contact center environment that had become increasingly complex after years of customizations and integrations. DNB standardized on Genesys Cloud to simplify its environment, accelerate innovation and better meet rising customer expectations.
"Our goal is to use AI to take away the work that gets in the way of serving customers," said Trond Prestø, head of contact center at DNB. "When advisors spend less time on administrative tasks, they can be more present in the conversation and provide greater value to customers. That's ultimately what this transformation is about — using technology to create better experiences for both customers and our people."
During customer conversations, Genesys Cloud Agent Copilot surfaces relevant knowledge and provides assistance to advisors, then automatically generates interaction summaries afterward. By reducing the work surrounding each interaction, DNB is creating more capacity for advisors to listen, provide advice and address more complex customer needs.
"AI creates the most value when it increases efficiency, removes complexity and gives people more capacity to focus on the moments that require human support," said Tony Bates, chairman and CEO of Genesys. "DNB is showing how enterprises can bring agentic AI across the customer journey, helping advisors deliver greater value today while laying the foundation for more autonomous experiences over time."
Building on its progress with Genesys Cloud Agent Copilot, DNB is exploring how agentic virtual agents can automate more of the customer journey. The company plans to deploy Genesys Cloud Agentic Virtual Agent to move its traditional bots beyond answering questions to completing actions on behalf of customers, while maintaining the governance and controls required in financial services. DNB expects these autonomous agents to enable customers to self-serve approximately 20% more interactions that would otherwise require advisor support, and is targeting first-contact resolution rates of 80% to 90% as it expands AI and automation.
About Genesys
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
