Discover was selected as a 2025 CIO 100 award winner for its generative artificial intelligence (GenAI) solution that helps customer care agents classify when, where and how to contact customers based on their preferences, while also reducing the company’s risk posture. For almost 30 years, the CIO 100 awards have recognized innovative organizations around the world that exemplify the highest level of strategic and operational excellence in IT.
Discover technologists created and deployed a GenAI model on an internally built platform that combines advanced cloud-scale data warehousing with innovative analytics capabilities. This GenAI solution has been used to analyze vast amounts of data and classify customer contact preferences to ensure greater adherence to customer requirements and compliance with financial regulations.
Key results include:
- a significant decrease in the time-to-market from 7 hours to 4 minutes, meaning teams can now deploy their analytics work on this platform faster.
- an 80% increase in dataset coverage when understanding customer contact preference.
- reduced customer sentiment analysis time by over 75% for correctly understanding how the customer felt at the end of the interaction based on the call transcript.
- the ability to capture more than 1,200 additional customer contact preference requests every month, all while doing so in a cost efficient and sustainable manner.
“Everything we do at Discover is with the customer in mind, and we want to ensure every customer interaction is positive, seamless, and most importantly, secure,” said Jason Strle, chief information officer at Discover. “This solution continues on our vision of being the leading digital bank and payments partner because we can quickly convert data into actionable insights that support our customers in a matter of minutes, as opposed to hours or even days.”
“The CIO 100 Awards recognize IT leaders who drive innovation, transformation, and business success through technology. With an exceptionally high caliber of submissions each year, winning a CIO 100 Award is a true honor, highlighting the bold vision, strategic excellence, and groundbreaking impact of the most influential CIOs shaping the future of digital enterprise,” stated Elizabeth Cutler, content director, CIO 100 Symposium & Awards.
Executives from the winning companies will be recognized at the CIO 100 Symposium & Awards. To learn more about the people, processes, and technology at Discover, visit technology.discover.com and for more information on open roles, visit jobs.discover.com.
About Discover
Discover Financial Services (NYSE: DFS) is a digital banking and payment services company with one of the most recognized brands in U.S. financial services. Since its inception in 1986, the company has become one of the largest card issuers in the United States. The company issues the Discover® card, America's cash rewards pioneer, and offers personal loans, home loans, checking and savings accounts and certificates of deposit through its banking business. It operates the Discover Global Network® comprised of Discover Network, with millions of merchants and cash access locations; PULSE®, one of the nation's leading ATM/debit networks; and Diners Club International®, a global payments network with acceptance around the world. For more information, visit www.discover.com/company.
About CIO
CIO focuses on attracting the highest concentration of enterprise CIOs and business technology executives with unparalleled peer insight and expertise on business strategy, innovation, and leadership. As organizations grow with digital transformation, CIO provides its readers with key insights on career development, including certifications, hiring practices and skills development. The award-winning CIO portfolio provides business technology leaders with analysis and insight on information technology trends and a keen understanding of IT’s role in achieving business goals. CIO is published by Foundry, company information is available at www.foundryco.com.
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Contacts
Karen Medina
Discover
karenmedina@discover.com
