Starling Bank leverages Vertex AI Pipelines and Gemini to enhance its customer services and streamline operations. The Scam Intelligence feature was rapidly developed using Vertex AI, enabling automatic model training and delivering a consumer testing phase in just four weeks. Gemini powers the Spending Intelligence tool, allowing customers to ask natural language questions about their finances, with results provided effortlessly through a structured function call, enhancing user experience. Additionally, the integration of Gemini automates the summarization of customer call transcripts, saving Starling 8,000 hours monthly. In the help center, Gemini offers instant, accurate responses to customer queries by utilizing the bank’s extensive knowledge base, significantly reducing the need for keyword searches and cutting customer service referrals by 50%. This innovative use of AI tools not only improves efficiency but also enhances customer satisfaction, showcasing Starling’s commitment to providing an intuitive banking experience.
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