TD Bank Group has announced its new Wealth Virtual Assistant, a GenAI Knowledge Management System built by the Bank’s Layer 6 team. The new tool is designed to modernize how colleagues access information, enabling faster support for clients.
The KMS – the first-of-its-kind for TD Wealth – provides a fast and efficient way to access relevant internal policies and procedures. Colleagues can prompt questions and quickly find answers without searching through multiple systems, enabling them to spend more time delivering personalized advice and help strengthen client relationships.
“The launch of the Wealth Virtual Assistant marks a major step forward in modernizing how we support our colleagues and clients at TD Wealth,” says Sara Thomson, Senior Vice President, Wealth National Office at TD Wealth. “As expectations for exceptional client service continue to rise, we’re equipping our colleagues with best-in-class tools to help them deliver even greater value to our clients.”
Colleagues can get clear, concise answers and relevant resources instantly, helping them respond to client needs faster. It is designed to deliver accurate information the first time it’s prompted, helping colleagues respond to clients quickly and with confidence. The KMS delivers an intuitive experience, making interactions smoother and more efficient. Colleagues can also share feedback directly through the tool to help support ongoing enhancements.
“Harnessing AI is central to how we’re building a simpler, faster, and more efficient TD,” adds Luke Gee, Chief Analytics & AI Officer, TD Bank Group. “The Wealth Virtual Assistant is a clear example of how we’re translating that strategy into action to improve how we work, deepen client relationships, and help drive sustainable growth through digital leadership and our in-house capabilities.”
The launch of the Wealth Virtual Assistant builds on the bank’s significant investment in AI research and innovation, translating capabilities into real-world applications. The Bank previously announced a series of GenAI KMS’ across multiple business lines, including the North American Customer Operations GenAI Virtual Assistant and TDS AI Virtual Assistant. The Wealth Virtual Assistant is part of a total of seven virtual assistants scheduled to be deployed across the bank by the end of the year.
This work grew from the research done by Layer 6, the Bank’s AI research and development centre. It was made possible through TD completing a large-scale migration of data records into its secure cloud-based platform to give the bank more speed and flexibility to unlock solutions, like the Wealth Virtual Assistant.