AI in fintech.
Support that knows its subject.
How to provide answers from a knowledge base and pass complex requests to a specialist together with the conversation context.
Illustrative walkthrough: we show an approach to the challenge without attributing it to a specific client.
THE CHALLENGE WE ADDRESS
Starting situation
Repeated questions about the service and its documentation take up support time. Information is scattered across different materials, and customers have to explain everything again when an enquiry is transferred.
Help customers get answers from an up-to-date knowledge base and enable a human agent to step in quickly whenever human judgement is needed.
FROM THE CAUSE TO A SOLUTION
We refine the sequence after reviewing the project. Here, we show the workflow using the selected challenge as an example.
Scenarios and boundaries
We select common questions and specify what the assistant may do and when it must hand the conversation to a person.
Scenario and limitation matrix
Knowledge base
We gather documents and answers, remove contradictions, assign owners for updates and check versions.
Structured sources
Answers grounded in data
We configure knowledge-base search and answer generation. When no suitable source is available, the conversation is handed to a specialist.
An assistant with clear boundaries
Integrations
We connect the agreed channels and enquiries in the CRM. Access to personal data is limited by the task and the user’s permissions.
Linking the conversation to the enquiry
Handoff to a human agent
We pass on the history, topic and steps already taken. Financial actions are excluded from the autonomous support scenario.
Human handoff scenario
Quality checks
We test common and complex questions, outdated data and missing answers. We analyse errors and update the knowledge base.
Test suite and quality control
HOW IT CONNECTS
- 01
Question
Understanding the enquiry
- 02
Knowledge base
Up-to-date source
- 03
Answer
Within the authorised scope
- 04
Human agent
Context passed to a person
Approach diagram · illustrative scenario
WHAT TO MEASURE
Before work starts, we record the baseline, objectives and measurement method. After the changes, we compare equivalent periods.
Answer accuracy
Reviewing a sample of conversations against agreed criteria.
Resolved enquiries
Conversations resolved without repeat contact or hidden loss of quality.
Human handoff
Correct routing and completeness of the context passed on.
Time and feedback
Response waiting time, repeat questions and user ratings.
These are metrics for evaluating a project, not published results for a specific client. Targets and timelines are set according to the baseline data.
FOR YOUR TASK AND YOUR SYSTEM
We specify the tools and integrations after analysing the current project.
OTHER BUSINESS CHALLENGES
LET’S REVIEW
YOUR SUPPORT NEEDS
Tell us about your channels, common questions and knowledge sources. We’ll define a safe and useful scope for a pilot.