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Inspiration can come from different places, even for architecting and designing agentic systems.
At VB Transform, Capital One explained how it built its agentic platform for its auto business. Milind Naphade, SVP of Technology and Head of AI Foundations at Capital One, said during VB Transform that the company wanted its agents to function similarly to human agents, in that they problem-solve alongside customers.
Naphade said Capital One began designing its agentic offerings 15 months ago, “before agentic became a buzzword.” For Capital One, it was crucial that, in building its agent systems, they learn from how their human agents ask customers for information to identify their problems.
Capital One also looked to another source of organizational structure for its agents: itself.
“We took inspiration from how Capital One itself functions,” Naphade said. “Within Capital One, as I’m sure within other financial services, you have to manage risk, and then there are other entities that you also observe, evaluate, question and audit.”
This same structure applies to agents that Capital One wants to monitor. They created an agent that evaluates existing agents, which was trained on Capital One’s policies and regulations. This evaluator agent can kick back the process if it detects a problem. Naphade said to think of it as “a team of experts where each of them has a different expertise and comes together to solve a problem.”
Financial services organizations recognize the potential of agents to provide their human agents with information to resolve customer issues, manage customer service, and attract more people to their products. Other banks like BNY have deployed agents this year.
Auto dealership agents
Capital One deployed agents to its auto business to assist the bank’s dealership clients in helping their customers find the right car and car loan. Consumers can look at the vehicle inventories of dealerships that are ready for test drives. Naphade said their dealership customers reported a 55% improvement in metrics such as engagement and serious sales leads.
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