Empowering bank staff with Gen AI powered Knowledge Assistant Qorus-Infosys Finacle Banking Innovation Awards 2025
IndiaCategory
Predictive, Generative, and Agentic AI InnovationKeyword
AI & Generative AI, HR & New ways of working, Contact center & Chatbots
Innovation presentation
Bank has developed Gen AI powered chatbot to assist helpdesk teams in resolving staff queries – both functional and technical – related to banking products, services and HR related issues. The core objective is to augment human assistance with an intelligent, context-aware virtual assistant capable of delivering instant, accurate and consistent responses, thereby enhancing staff productivity and operational efficiency.
This initiative was envisioned to: i. Accelerate query resolution time. ii. Reduce helpdesk workload. iii. Ensure consistent and policy aligned communication. iv. Support staff across locations and time zones. v. Promote digital first internal operations.
The initiative was inspired by the bank’s own vision to modernize internal support systems and reduce dependency on manual resolution. It was further guided by internal innovation efforts, leadership commitment to digital transformation and strategic goals for stall empowerment
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