DNB moves customer service to Genesys AI, with 80% of AI summaries accepted unedited

DNB, Norway's largest financial services group, is moving its contact centre from an on-premises system to Genesys Cloud and using its AI tools to help advisers, FF News reports. Genesys Agent Copilot surfaces knowledge during live conversations and writes summaries afterwards.

So far 95% of DNB customers opt into AI-supported conversations, and advisers accept 80% of the AI summaries without edits. DNB next plans to deploy Genesys' agentic virtual agent, which can complete actions for customers rather than just answer questions. The bank expects customers to handle about 20% more interactions themselves and is targeting first-contact resolution of 80% to 90%.