NVIDIA AI Podcast
Capital One’s Prem Natarajan Shares How AI Can Enhance Financial Services and Customer Experiences - Ep. 253
Apr 23, 2025
Prem Natarajan, Executive Vice President and Chief Scientist at Capital One, dives into the transformative effects of AI on financial services. He discusses how generative AI enhances customer experiences and internal operations, particularly through innovations like chat concierges for seamless car buying. Prem highlights the company’s 'AI factory' model, leveraging public cloud technology and proprietary AI applications for tailored solutions. Furthermore, he emphasizes collaboration with diverse talents to tackle the unique challenges of AI in finance.
31:44
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Quick takeaways
- AI is revolutionizing financial services by shifting from traditional customer support to proactive, personalized interactions that simplify complex tasks.
- Capital One focuses on developing proprietary AI technologies in-house to create tailored solutions that enhance customer experiences and drive innovation.
Deep dives
The Role of AI in Financial Services
Generative AI is transforming the financial services industry by enhancing customer interactions and driving innovation. Capital One is leveraging AI to move beyond traditional customer service models towards a more proactive approach, where AI can take action based on customer needs rather than just providing information. This shift aims to simplify the client experience, making complex tasks, such as car purchases, less daunting by allowing customers to engage conversationally with AI tools that handle scheduling and information retrieval. Such advancements redefine how financial institutions interact with clients, enabling more efficient and satisfying service delivery.
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