Smart Knowledge Base through GenAI Digital Advisor Qorus Reinvention Awards - Europe 2025 - Winner

"Today more than ever, we are witnessing a rapid change in the amount of information available, the way it can be searched and used. Until recently, searches were leading to multiple results to be consulted and reworked independently.

Generative AI has been gradually making us accustoming to formulate searches in a conversational way to get timely, fast and custom answers, leading to benefits in terms of efficiency and quality of experience.

In this evolution context, Intesa Sanpaolo decided to leverage the potential offered by Generative AI to revolutionize the way its employees retrieve information for their work, with the aim of building a ""Smart Knowledge Base"" across the bank.

The journey started with the Digital Branch: in fact, customer caring activities are the bank's calling card, as they underpin the quality of the bank-customer relationship and can guarantee a significant competitive advantage over other players in the banking industry and beyond.

Intesa Sanpaolo launched a pioneering project to meet this innovation challenge focusing on the launch of a Generative AI Digital Advisor to revolutionize content search and quickly get client information.

In particular, Digital Branch agents will be able to interact with the new solution conversationally in order to: - retrieve real-time information about the customer's situation and why they are contacting the Customer Service; - receive quick and accurate information about products and services (e.g., ""What are the costs of the various cards in Intesa Sanpaolo's catalog?""); - receive suggestions on the next best action for an optimal, tailor made and 360° management of the customer's needs (e.g., ""What is the most suitable loan for a self-employed person under 30?""); - execute operations or navigate the bank's applications directly via chat (e.g., ""Create a virtual card for the customer I have on line"").

The strategic value of this initiative is not limited to the benefits it brings to Digital Branch processes, but it also can be considered the first step of a journey within the bank where Generative AI is the key to evolve the interaction with knowledge base in a more efficient and effective way in different areas: it represents the starting point for innovating countless processes (e.g., support for physical branch agents, information base for initiating marketing activities...) and builds the foundation to enable future synergies among them. Finally, the same technology could be exposed to customers in the future to give them, for example, 24/7 support for inquiries on product and services."