AI-driven Customer Service with Guardrails for a Financial Institution

AiDE Chat trained on the Auto Loan FAQs of our banking client, to enable precise and natural human responses for increased customer stickiness. It uses the ‘Guardrails’ feature for guiding off-topic queries to human support agents and ensuring responses stay within the most up-to-date documentation and tone/branding guidelines. The AI provides step-by-step guidance, feedback options, and empathetic responses. It accurately addresses queries within the auto loan scope while redirecting unrelated ones to customer support agents.

Traditional customer support faced hurdles in providing efficient and contextually relevant responses to a wide array of auto loan inquiries. The absence of a streamlined approach led to prolonged query resolutions, frustrating users seeking prompt and accurate information. The lack of guardrails resulted in inconsistency when addressing queries beyond the scope of auto loans, often leaving customers without clear guidance.

We helped process the Auto Loan FAQ documentation of our banking client, so it is comprehensive and up-to-date. AiDE Chat was then trained extensively on the documentation. Our conversational agent leveraged advanced Generative AI algorithms for precise comprehension of customer queries and provided empathetic and contextually appropriate responses along with a summary of the conversation. We also implemented guardrails, allowing the system to smoothly guide customers seeking information outside the predefined scope by redirecting them to the appropriate support channels. We also introduced a feedback mechanism via thumbs up/down, ensuring continuous enhancement of customer experience. The admin functionalities enabled business to update documentation and maintain versioning, so that users would have access to up-to-date information at all times, with no additional manual training.