WILMINGTON, DE — Barclays US Consumer Bank is turning to generative artificial intelligence to overhaul how it handles customer service calls, deploying technology that has already summarized more than eight million interactions in a bid to improve efficiency and elevate the customer experience.
The bank announced it is using GenAI to automatically generate comprehensive summaries of contact center calls, capturing details such as the reason for the call, actions taken by agents, and next steps. The AI-generated summaries are designed to give agents immediate context, enabling quicker decision-making, faster issue resolution, and reduced call times — particularly for more complex customer inquiries.
The initiative is part of a broader global strategy by Barclays to expand its use of agentic and generative AI across operations to enhance innovation, improve decision-making, and drive operational efficiency.
“We recognize how powerful AI can be for our customer facing teams,” said Tony Castañon, Chief Operating Officer at Barclays US Consumer Bank. “With this technology, our colleagues are able to engage more meaningfully with our customers, dedicating their full attention to customer interaction to ensure we continue delivering the world-class service they expect from Barclays.”
Since rolling out the program in October 2025, the bank reports measurable efficiency gains, with more than eight million customer calls summarized by the system. By providing concise overviews of past interactions, the tool allows agents to quickly understand customer histories without manually reviewing lengthy call records.
According to Barclays, early feedback from both customers and agents has been positive, with the bank tracking improvements in shorter call resolution times, fewer repeat calls, and higher customer satisfaction scores.
“Early customer and agent feedback has been positive,” Castañon added. “We continue to measure the benefits from shorter call resolution times, fewer repeat calls and improved customer satisfaction scores.”
The bank emphasized that the GenAI call summarization system does not make decisions regarding customers’ accounts or interact directly with customers. Those responsibilities remain solely with trained human agents.
Barclays said the deployment signals a broader commitment to leveraging emerging technologies to support frontline teams while maintaining human oversight in customer account decisions.
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