Barclays US Consumer Bank is leveraging generative artificial intelligence (GenAI) to create comprehensive summaries of interactions with customers across its contact centers to drive efficiencies and transform customer experience.
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Using GenAI, customer service calls are summarized by capturing key details such as the reason for the call, actions taken, and next steps. This AI-generated information gives agents the context needed to make quick, informed decisions, resolve issues faster, and reduce call times for complex issues, enabling our agents to focus on improving customer experience.
This is part of a broader global strategy by Barclays to harness new developments in agentic and generative AI to drive innovation, improve decision making, and increase efficiency in its operations.
“We recognize how powerful AI can be for our customer facing teams,” said Tony Castañon, Chief Operating Officer at Barclays US Consumer Bank. “With this technology, our colleagues are able to engage more meaningfully with our customers, dedicating their full attention to customer interaction to ensure we continue delivering the world-class service they expect from Barclays.”
The bank has seen measurable efficiency gains with more than eight million customer calls summarized by GenAI since the program’s rollout in October 2025. With access to concise summaries of past customer interactions, the technology has strengthened contact center performance, and the potential impact for both colleagues and customers is meaningful.
“Early customer and agent feedback has been positive,” added Castañon. “We continue to measure the benefits from shorter call resolution times, fewer repeat calls and improved customer satisfaction scores.”
This GenAI call summarization technology does not make decisions concerning customers’ accounts or interact directly with customers. Those responsibilities remain with the qualified agents.
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