Ulrich: Mastercard uses RAG and internal databases for customer onboarding AI
Greg Ulrich · How AI is Powering Payments, with Greg Ulrich of Mastercard · Feb 5, 2025 · at 10:22
Greg Ulrich, Chief AI and Data Officer at Mastercard, explains how Mastercard deploys RAG tools internally to assist customer support agents during product onboarding.
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“What we've done is we've created a digital assistant that uses RAG and points to all these technical databases, the Q and A's we've had over time, where we've tested and fine-tuned these models to enable customers to onboard our products easier by automating a lot of manual tasks and by creating an environment where they can ask questions and we can get answers back to them much more rapidly. We do put a human in the loop of this, so the chatbot is actually directed at our agents.”
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