Barclays Uses Generative AI to Summarize Customer Service Calls

Barclays US Consumer Bank is using generative artificial intelligence to automatically summarize customer interactions across its contact centers, announced in a press release. The system captures details such as the reason for the call, actions taken, and next steps, allowing agents to make faster, more informed decisions.

Since its rollout in October 2025, the AI technology has summarized over eight million customer calls. The bank reports measurable efficiency gains, including shorter resolution times, fewer repeat calls, and improved satisfaction scores.

The AI tool provides agents with concise summaries but does not make account-related decisions or directly interact with customers. Barclays described this initiative as part of its broader global strategy to apply generative and agentic AI to enhance operations and decision-making across the organization.