Capital One Infuses its Auto Sales Division with Agentic AI Modelled on Its Organisational Hierarchy

Think of a ground-breaking Artificial Intelligence that not only solves problems like a human but models its approach to challenges on the organizational strategies of a successful company. That’s precisely what Capital One is doing with its newly-developed agentic platform aimed at supercharging its auto business.

The brains behind this game-changing innovation is Milind Naphade, SVP of Technology and Head of AI Foundations at Capital One. He disruptively surmised that the best way for Capital One’s AI agents to solve problems, was to function just like their human counterparts and ensure they learn from the way human agents gather information and identify challenges.

Capital One has even created a master agent of sorts that keeps an eye on the performance of existing agents, and has been trained on Capital One’s own policies and regulations. This evaluator agent can flag and halt a process if it detects any issues. Naphade whimsically refers to it as ‘a team of experts where each of them has a different expertise and comes together to solve a problem’.

This agentic platform is experimenting within the auto business sector in particular, assisting dealerships with providing the perfect match of vehicle and loan for their customers, elevating customer service and product sales.

And the numbers seem to be backing Naphade’s innovative AI strategy. Dealership customers who utilized the agentic services reported a whopping 55% improvement in metrics such as engagement and serious sales leads, underlining the game-changing potential of AI-based sales strategies. This opens up a world of opportunity in redefining how financial services can make processes more efficient, conversations more natural, and most importantly, convert serious leads into successful sales.