Driving Efficiency: Modernizing The Knowledge Base For A Leading Financial Firm

Our client, a leading US-based bank, wanted to automate the IVR processes, to apply modernization for knowledge base management.

They wanted to implement a user-friendly agent assistant to assist in voice processes and to enhance efficiency, potentially resulting in a 60% reduction in time spent on manual call centers and data analytics.

Empowering the customer with immediate and accurate responses with more in-depth insights potentially yielding a 60% improvement in the process.
Ascendion deployed a Kore.AI-powered GenAI node integrated with a centralized Knowledge Graph to handle FAQs, process STPs (standard transactions like card replacement, recent transactions), and surface relevant knowledge dynamically.  We implemented a speech-to-text (Google TTS) conversion for real-time processing of customer utterances.

Trusted by Clients. Respected by Partners.

Clients cite strong leadership, responsiveness, and reliable delivery. Partners point to engineering depth, SME coverage, and a steady focus on outcomes over activity.

Tech Stack:

Python, GenAI, multi-agent orchestration, RAG, Knowledge Graph Accuracy – BLEU Score: 25, Average Human Evaluation Score: 4.5

Business Impact

Prioritize security, access control, and continuous testing to ensure the chatbot application is secure and provides accurate, reliable information.

30% increase in user engagement and data utilization with the user-friendly agent assistant.

30% improvement in decision velocity by enabling users to swiftly act on the chatbot's responses, optimizing operational efficiency.

20% improvement in data integrity and user trust through prioritized security measures and continuous testing.

Published

Share

Related Client Outcomes

Insights and Impact

Case Study

Legacy Modernisation saved 45% costs

INSIGHTS

Humans at the Wheel of Agentic Change

Insights and Impact

BSFI Case Study

FinTech Leader Enjoys 40% Faster Digital Service Rollouts

Healthcare Case Study

Medicare Enjoys 60% Faster Onboarding

Insights and Impact

PODCAST

CEO, The Chief AI Officer

INSIGHTS

AI Performance vs. AI That Works

Insights and Impact

HFS Horizon

Ascendion Named a Market Leader in HFS

HFS Horizon

Ascendion Named a Market Leader in HFS

Insights and Impact

PODCAST

The Carbon + Silicon Era

INSIGHTS

Modernizing a 40-year-old banking platform with GenAI innovation