Executive Summary

The organization aims to enhance operational efficiency and employee satisfaction through the implementation of an AI Assistant that simplifies access to an extensive knowledge base. By leveraging advanced AI and analytics, the organization will reduce back-office support time, improve productivity, and ensure compliance with stringent banking regulations.

Business Needs

  • Reduce Back-Office Support Time: The current process for accessing information from over 1,200 documents (3,000+ pages) is time-consuming, leading to inefficiencies in back-office operations.
  • Improve Employee Satisfaction: Simplifying access to information will enhance the employee experience, fostering a more productive work environment.
  • Real-Time Information Retrieval: Employees need a solution that allows for natural language queries to access relevant information quickly.
  • Trustworthy and Relevant Answers: Responses must include references to source documents, ensuring accuracy and compliance with banking regulations.

Project Background

Recognizing the need to streamline workflows and improve operational efficiency as part of a digital strategy, the organization collaborated with an AI consultancy to gain access to expertise, leading to the successful design and implementation of the AI Assistant, which is currently being piloted by over 100 employees.

Solution Overview

  • AI Assistant: Utilizing cloud services and the OpenAI API for GPT pre-trained models, the AI Assistant allows employees to query the knowledge base using natural language.
  • Data Pipeline: A robust data processing pipeline ensures quick access to relevant information while maintaining the integrity and security of sensitive data.
  • Text Pre-Processing Module: Tailored for the GPT model, this module enhances answer accuracy and relevance.
  • Continuous Improvement: An AI validator tool checks responses for accuracy, enabling ongoing enhancement of the system.

Expected Outcomes

  • 75% Time Savings: Employees can expect significant reductions in time spent on calls and ticket resolutions, leading to increased productivity.
  • Enhanced Knowledge Base Utilization: The AI Assistant will make the knowledge base more accessible, encouraging employees to leverage available information effectively.
  • Improved Employee Satisfaction: By simplifying information retrieval, employee morale and job satisfaction are expected to increase.

Compliance and Security

The project adheres to strict banking regulations and data protection standards, ensuring that sensitive information remains secure. Cross-verification of AI responses with relevant references enhances user trust and confidence in the system.

Conclusion

The AI Assistant initiative is a pivotal step towards achieving operational efficiency and improving employee engagement. By harnessing AI, data, and analytics, the organization is positioned to meet current challenges while remaining adaptable to future needs. This initiative not only addresses immediate business requirements but also lays the foundation for a more intelligent and responsive operational environment.