Mastercard has launched a GenAI-based digital assistant aimed at expediting customer onboarding.
This new product is the first in a series of agent tools being developed by Mastercard in partnership with DataBricks. The Data Intelligence Platform provided by DataBricks features essential capabilities, including a chat-based user interface, source management, and adaptive learning through human feedback.
According to Mastercard, "The program ensures that new knowledge agents are continuously trained on Mastercard’s trusted, proprietary data sets while always adhering to the company’s rigorous AI and data governance principles and standards." This initiative also alleviates the challenges related to vetting and acquiring third-party solutions, thereby streamlining operations.
The onboarding assistant automates routine tasks and addresses critical customer inquiries during the onboarding process by utilizing a large language model with Retrieval Augmented Generation (RAG) and fine-tuning techniques. By leveraging Mastercard’s existing onboarding documentation as its knowledge base, RAG identifies the information necessary to answer user prompts accurately.
Furthermore, the tool utilizes a human-in-the-loop approach, incorporating feedback from subject matter experts to enhance continuous learning and improve the accuracy of the agent’s responses.
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