Lumi Assistant Qorus-Infosys Finacle Banking Innovation Awards 2025

• Concept and Objectives: Lumi Assistant is a Generative AI-powered conversational tool designed to transform how frontline employees access and apply operational knowledge. Its core objective is to simplify and accelerate the retrieval of policy and procedural information across product lines. By leveraging natural language understanding, Lumi enables employees to ask full questions and receive contextual, accurate responses in both English and French —reducing customer wait times and improving service quality • Reasons Behind the Project: The initiative was born from a need to reduce dependency on manual searches and leader escalations, which often delayed customer service. Lumi addresses this by empowering employees to independently resolve queries, thereby enhancing productivity and confidence • Sources of Inspiration: Lumi draws inspiration from generative AI models like ChatGPT, emphasizing conversational interaction and contextual understanding. It also incorporates feedback from frontline teams and operational leaders to ensure relevance and usability • Departments Involved: The project is a cross-functional effort involving the Data & Analytics Centre of Excellence (DACoE), Journey Transformation, Technology, Personal Banking Operations, Risk and Compliance, and frontline salesforces. • Main Results So Far: Lumi has successfully launched into production, with training rolled out to all sales team. Early feedback highlights time savings, improved accuracy in customer responses, and reduced reliance on support channels. In it’s first week, Lumi was used by 3.7K people who asked 19K questions!