How Citi's AI-Powered CitiService Agent Assist is Revolutionizing Customer Service Globally

Citi's Services is taking client experience to the next level with its award-winning CitiService Agent Assist, a generative AI-powered solution designed to empower customer service agents. This innovative tool enables agents to provide faster, more accurate responses to client inquiries, significantly enhancing the overall service quality.

Part of the broader CitiService suite, this solution focuses on leveraging advanced technologies, particularly AI, to deliver an exceptional client experience. Recently, it was honored with Pega’s innovation award for financial institutions, recognizing its achievements in global service excellence, AI-powered automation, and operational modernization.

Naveed Anwar, global head of platforms and data services at Citi, shared, "We’re harnessing the power of AI to enhance how we serve clients and build the bank of tomorrow. With solutions like CitiService Agent Assist, we’re eliminating manual processes, delivering faster responses, and creating a more seamless experience around the world."

Citi's commitment to AI and innovation is evident in its efforts to streamline processes and improve operational efficiency. The bank's current AI capabilities have already shown significant improvements in decision accuracy, operational efficiency, and scalability.

Bis Chatterjee, head of partnerships and innovation for Citi Services, emphasized, "AI is central to our innovation strategy. We’re focused on integrating AI where it delivers the most value for our clients, streamlining processes, improving data, and investing in solutions with long-term impact."

Today, CitiService Agent Assist is operational in 47 countries, transforming the customer service landscape with its AI-driven solutions. Citi continues to invest in advanced technology, infrastructure, and automation to modernize client service while ensuring operational soundness and compliance.