AI-Automated Customer Case Routing and Resolution

Mastercard’s AI-driven Automated Customer Case Routing and Resolution system transforms our B2B customer service by automating email-based case routing. This innovative approach, a testament to Mastercard’s commitment to practical and impactful use of AI and ML, significantly improves operational efficiency and agent productivity, aligning with our strategic goal of delivering exceptional customer experiences.

Lance Gruner, EVP, Global Customer Care, Mastercard