GenAI use case
Contact center employees of a bank are typically trained and organized along specific product lines. If a contact center employee masters multiple product lines, they can accelerate customer response times and increase productivity. Unfortunately, training an employee at multiple product lines is not practical.
A GenAI digital assistant can solve this problem by becoming an “expert” at multiple product lines in order to support call center employees. To do so, the assistant can be deployed with an RAG pipeline connected to document and data stores that contain customer and product information.
With this GenAI digital assistant, a contact center employee can manage many product lines without the need for specialized teams and call hops between them. In addition, simple tasks — like resetting passwords, changing contact information, and ordering check books — can be automated.
GenAI benefits
- Accelerating customer response time
- Increasing contact center employee productivity
- Scaling operations easily
GenAI Security challenges and risks
- Managing security and privacy in the RAG pipeline
- Matching data retrievals to the user’s roles and attributes
- Matching data retrievals to the customer being served
- Filtering and/or anonymizing sensitive or private customer data
- Establishing second-level approvals for certain automations
How Ackuity can help
- Creates security and privacy controls for digital assistant interactions
- Enforces least privilege access
- Masks and/or tokenizes sensitive data
- Allows custom policies for limiting and/or transforming retrieved data