Capital One on the Last Mile Problem
From SHIFT by Jennifer Strong
April 22, 2026 · 13 min · Season 3 · Episode 29
About this episode
The episode explores Capital One's use of proprietary AI in various aspects of its operations.
Capital One is the largest issuer of credit cards in the U.S. It’s also one of the largest banks, and car finance companies, in the country. We learn from its experience building proprietary AI across fraud prevention, agentic workflows, customer experience, and risk and compliance in the latest installment of our oral history project. We Meet: Capital One’s Head of AI Foundations Milind Naphade Credits: This episode of SHIFT was produced by Jennifer Strong with help from Emma Cillekens. It was mixed by Garret Lang, with original music from him and Jacob Gorski. Art by Meg Marco.
People in this episode
Host: Jennifer Strong
Guest: Milind Naphade
Topics covered
- AI
- fraud prevention
- customer experience
- risk and compliance
- banking
- technology
Keywords
- Capital One
- AI
- fraud prevention
- customer experience
- risk and compliance
- banking
- technology
Mentioned in this episode
Organizations: Capital One, SHIFT
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