Growing your career with gen AI

Capital One associates are leveraging AI to create exceptional experiences for our customers. One example of this cutting-edge work is a proprietary generative AI servicing tool that helps customer care agents get access to information to resolve questions more quickly and efficiently. 

The tool is being used by agents across Capital One, and will continue to help enhance the customer experience. It leverages state-of-the-art advances in AI to reinvent how our agents are able to accurately search our knowledge base and get access to information to resolve customer questions more quickly and efficiently than ever

Hear from three Capital One technologists who are not only enhancing the customer experience through AI but advancing their own skills and careers along the way.

Learning from diverse technology experiences

Vivek, an individual contributor of data science at the senior manager level for the Large Language Models team, has been focused on gen AI since joining Capital One in 2022. 

For Vivek, the most rewarding part of working on AI projects like these is getting to learn from the many diverse experiences of technologists across the company. Product managers, software engineers, data scientists and others from across various teams come together to help our customers every day. 

“Everyone is willing to help, and there’s so much to learn,” Vivek said. “It’s very humbling to know I’m only a small part of it. I’m standing on the shoulders of giants, and learning incrementally. That’s a very good place to be in.” 

Getting to collaborate across disciplines also helps Vivek better understand how to solve problems from many angles, and having access to the right teams and tools helps make those solutions come to life.

“At Capital One, we’re leveraging cutting-edge technology and state-of-the-art infrastructure,” Vivek said. “It is super rewarding to experiment with the latest models, build solutions to handle real problems and see the credible impact.”

Tapping into new knowledge

As a product manager for Retail Bank, Shiamak oversees the development of products that Customer Care associates rely on for policies and guidance when working with customers. The new agent servicing feature was a natural evolution for him in order to better help associates assist customers.

In working with gen AI, Shiamak has gained something invaluable: confidence that he’s capable of tackling what’s next in AI.

“We’re not only looking at what’s happening today, we’re looking at what’s going to be happening in five to 10 years from now.”

Through the innovative work at Capital One, Shiamak is growing his skillset and expanding his perspective as a product manager, setting him up for future career success.

“I’m more confident about taking on bigger projects,” Shiamak said. “I’ve gained a lot of insight into how other teams approach their work. There’s so much knowledge sharing within Capital One, which means we’re always improving and finding ways to be better.”

Making an impact early in your career

Nishi, a senior software engineer for Contact Center Enablement, joined the Technology Development Program (TDP) hoping it would give her experience working with various tech stacks. Through TDP rotations, she worked on projects ranging from customer facing payments experiences to agent servicing. 

During her second rotation, Nishi helped build the agent servicing tool, gaining valuable career experience along the way, such as presenting to senior stakeholders and other Capital One technologists.

“I knew coming out of college that I wanted to work within the gen AI space, but never imagined I would get my hands on such a high-impact project so soon,” Nishi said. “I’m really grateful for the experience.”

Nishi has technical and leadership support along every step of the way for the projects she works on. Technical program managers help the many teams working on these kinds of projects stay in sync. A culture of continuous learning encourages engineers to invest in their growth and development. Nishi also reaches out to a mentor from Women in Tech, one of Capital One’s Business Resource Groups, who connects her with additional tools she needs. For Nishi, it’s rewarding to see the impact of Capital One’s innovation and teamwork. 

“Projects like these unlock so many opportunities for my career,” Nishi said. “I’m excited to see the future of AI at Capital One.”