GM Financial is looking to AI to streamline processes and boost customer experience, Chitra Herle, global chief information officer, said at Auto Finance Summit East 2024. 

The captive joins financial institutions including Deutsche Bank, Scotiabank, Citigroup and others integrating AI within their operations. 

“The way we approach technology and more digitization and leveraging AI is really focused on three key things,” Herle said on May 3. The three areas of focus are:

1. Revenue generation: GM Financial looks to technology and digitalization to expedite its go-to-market strategy for products, she said.

Tied to revenue generation was the launch of GM Financial’s cloud-native fleet financing product, Herle said, noting that using Microsoft’s expertise to build the solution accelerated its launch. 

2. Customer experience: The financial institution acknowledges that clients want a seamless customer experience on its digital channels, including self-service capabilities and omnichannel experiences, Herle said.

One capability GM Financial is working on is using generative AI within its call center to improve customer experience, Herle said. It allows customer service representatives to be “focused and engaged with our customers, not having to be distracted by taking notes and toggling between multiple applications.”

3. Efficiency: GM Financial is also looking to AI to boost internal efficiency, Herle said. The FI is providing tools to make the day-to-day tasks of customer service representatives and analysts easier.

For example, GM Financial has implemented intelligent document management, which uses automation to identify missing documents and contact dealers or customers to retrieve missing documents or information in a timely manner, she said.