Client Contact Centre Transformed with RAG-Powered AI Chat Assistant

From scattered knowledge to instant, compliant AI assistance.

A Tier-1 Global Bank partnered with Kumaran to transform its contact centre operations with a RAG-powered AI chat assistant built on Azure OpenAI. The solution replaced slow, manual information retrieval with instant, accurate responses drawn from the bank's full knowledge base — website content, SharePoint, documents, and training materials — all unified through a single conversational interface. Built with compliance at its core, the assistant proactively avoids sensitive topics and maintains the trust and regulatory standards expected of a Tier-1 financial institution. For this bank, the goal was not just speed — it was delivering human expert-level service at scale, consistently, across every customer interaction.

The Background

The bank's contact centre representatives were spending significant time searching across multiple disconnected sources — websites, SharePoint, internal documents, and training material — to answer customer queries. The fragmentation of knowledge made fast, accurate responses difficult, leading to increased handle times and inconsistent customer experiences. With growing query volumes and rising customer expectations, the need for an intelligent, compliant, and easy-to-maintain solution was clear.