Banks deploy AI search tools that allow contact centre agents to instantly find answers to complex policy and procedure questions during live customer calls — replacing manual searching through extensive documentation that slows handling times and increases error rates.
Discover Financial enables its 10,000 contact centre representatives to search and synthesise information across detailed policies and procedures during calls. ING Bank developed an AI chatbot for workers to enhance self-service on policy queries. Chiba Bank (Japan) built a Gemini-based chatbot for employees to query internal banking policies via natural language.
Vertex AI Search; Gemini; internal knowledge base RAG over policy and procedure documents; contact centre desktop integration; real-time retrieval during active calls.