An AI assistant trained on the bank’s internal knowledge base (procedures, policies, FAQs) that helps employees or clients find the right answers, automate requests, and reduce support workload — all within the bank’s infrastructure for full control and compliance.
Key Benefits
- 24/7 real-time support and a single source of truth
- Reduced workload for service desk and contact center
- All data stays within the bank’s perimeter
- Multilingual interface via Teams, portal, or mobile app
Challenges
- Time-consuming search for procedures and documents
- Repetitive queries increasing helpdesk load
- Data protection rules preventing external AI use
Solution
On-Prem LLM + RAG architecture:
- Indexing and contextual search through internal documentation
- Natural-language Q&A with cited sources
- Integration with Teams, Service Desk, and knowledge portals
- Secure APIs and access control by user roles
Results
- Up to 45% of queries handled without human escalation
- Response time reduced by 30–50%
- Improved SLA and employee satisfaction
Architecture Overview
- LLM on-prem: Mistral / LLaMA or custom model
- RAG pipeline: vector search, access filtering
- Integrations: Teams, Zoom, WhatsApp, SharePoint, Confluence
- Security: SSO/AD integration, PII masking, full audit trail
Security & Compliance
- All data stored and processed within the bank
- RBAC/ABAC with detailed audit logs
- Full GDPR and local compliance adherence
Implementation Steps
- Knowledge & use case assessment (1–2 weeks)
- PoC with selected content and one channel (2–4 weeks)
- Pilot expansion and KPI tracking (4–6 weeks)
- Production rollout with MLOps and retraining
