Client Contact Centre Transformed with RAG-Powered AI Chat Assistant
At a glance -
the essentials
Tier-1 Global Bank
- Customer service representatives at a Tier-1 Global Bank were tasked with answering complex queries across a wide range of product procedures, rules, and features. The information needed to respond accurately was dispersed across the product website, internal SharePoint, documents, and training materials - making it painfully time-consuming for representatives to search and retrieve answers efficiently. The result: repeated delays in response times and declining customer satisfaction.
Kumaran built a RAG-powered (Retrieval Augmented Generation) conversational AI chat assistant on Azure OpenAI, enhanced to meet industry compliance and regulatory requirements. The solution was built on the Azure Cloud stack using Azure-deployed OpenAI models to parse and segment documents into logical sections with titles and content for accurate retrieval. A management UI was provided for easy knowledge base maintenance, with built-in guardrails to avoid sensitive topics such as stock picking and tax evasion.
- Significantly improved first-response time for customer representatives
- Faster query resolution across product procedures, rules, and features
- Enhanced customer experience through human expert-level assistance
- Automatic, polite decline of out-of-context and sensitive topics
- Centralized, easily managed knowledge base via UI across all sources
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.
Want to know how we achieved these results?
Contact us today to learn more about our RAG-powered AI approach and the success story behind this engagement with the Tier-1 Global Bank.
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