TD Customer Service in the Age of AI
Cassandra Aeichele has a natural talent for making people feel comfortable. This makes her a great fit for her role as a contact centre representative at TD, where she assists customers across Canada. The job requires quick, accurate responses on a wide range of topics, including opening a Tax-Free Savings Account (TFSA) or buying a Guaranteed Investment Certificate (GIC).
Aeichele began her career at TD as a customer experience associate in St. Thomas, Ontario. When the COVID-19 pandemic hit, she transitioned to the TD EasyLine team, handling phone support. This shift allowed her to apply her branch experience in a fast-paced environment, which she finds exciting and rewarding.
Change is part of the daily routine at TD. When Aeichele and her team were introduced to a new AI-powered tool to help answer customer questions faster and more accurately, she embraced it. “It really does a lot to make my job easier,” she says. “And it helps me support our customers more efficiently.”
The AI-Powered Tool Helping TD Contact Centre Representatives
In 2024, TD launched a generative AI virtual assistant to assist contact centre agents in answering client questions quickly. When agents encounter a question they don’t immediately know the answer to, they can ask the virtual assistant, which provides clear responses in seconds.
The AI was developed by Layer 6, TD’s AI research and development centre, and trained on the Bank’s policies and procedures. Agents can ask practical questions like, “What does a customer need to do if they lose their debit card overseas?” The assistant scans the relevant materials and delivers a concise, conversational answer, along with citations for verification.
This tool reduces call hold times and the need to transfer calls to specialized teams, allowing agents to resolve issues faster.
Aeichele is among over 1,000 TD contact centre representatives using this AI daily. Before, she juggled dozens of open tabs to find answers. Now, a simple search bar lets her pull up all necessary TD resources instantly. “Instead of clicking through multiple sites, I just type in my question and get the answers right away,” she says. “This saves time, so I can help customers more quickly.”
Layer 6: Driving AI Innovation at TD
Layer 6 engineers collaborated closely with contact centre experts to build this custom AI tool. The process involved cross-team cooperation, extensive data, and thorough testing. The AI model was trained using a method called retrieval augmented generation, ensuring it only draws from TD’s official policies when answering.
The virtual assistant was initially tested with resource agents—experienced colleagues who handle complex client issues. This pilot reduced call hold times by 15%. Following success, the tool was rolled out to front-line specialists like Aeichele.
Layer 6 continues to gather feedback from users to improve the AI and develop future tools aimed at enhancing TD’s customer service experience. Aeichele sums it up simply: “If AI tools help us do our job better, and customers still get the human interaction they want, then it’s easier for everybody.”
For those in customer support interested in integrating AI tools into their workflow, exploring practical AI training can offer valuable skills. Check out Complete AI Training’s courses for customer support professionals to learn how AI can help improve efficiency and service quality.
Your membership also unlocks:
