Influenced by its Organisational Structure, Capital One Erects Agentic AI to Supercharge Auto Sales

In an era brimming with technological advancements, inspiration for innovation sometimes sprouts from the most unexpected quarters. Speaking at VB Transform, a recent high-profile event highlighting enterprise AI strategies, Capital One divulged their unconventional inspiration behind constructing an AI platform for their auto business. Simply put, they turned a mirror onto their own organisation. Milind Naphade, SVP of Technology and Head of AI Foundations at Capital One, revealed the vision – to construct AI agents emulating human counterparts, effectively addressing and solving problems alongside customers. This unique AI structure, known as ‘agentic’, is designed to master the art of customer interaction and problem-solving based on the learnings derived from human agents within the organisation. Even the company’s self-functioning served as an inspiration for the creation of their unique AI agents. Acknowledging this AI initiative 15 months prior to the agentic paradigm gaining traction, the bank asserts its focus was on embedding human problem-solving skills into their AI agents. Capital One didn’t stop there. The firm established another layer of alignment by introducing an AI agent that essentially mirrors their organisational practices. In simple terms, they built an AI evaluator modelled after internal monitors ensuring company adherence to regulations and policies. Should an issue arise, this AI can single-handedly halt the process for intervention and issue-resolution. It’s akin to having a virtual team of experts honed in different skills, working collaboratively to address a problem. Further highlighting its dynamic appeal, this agentic AI makes a notable contribution in the auto business realm. Consumers at Capital One’s auto dealership feel as if they’re conversing organically while seeking the perfect vehicle and suitable loan options, thanks to this skilled AI assistant. Savouring significant success with a 55% surge in vital metrics like serious sales leads and customer engagement, it is evident that this agentic AI initiative is steering the auto business towards a promising, customer-friendly future.