How We Helped BRD Automate 85% of Customer Inquiries with an AI Knowledge Chatbot

BRD was facing increasing volumes of repetitive customer inquiries related to banking products, procedures, account information, and service availability.

The call center was overloaded, leading to:

• Extended waiting times

• Rising operational costs

• Limited availability outside business hours

• Inconsistent response quality

• High dependency on human agents for simple inquiries

Key Requirements:

• Accurate and compliant answers for banking products and procedures

• 24/7 availability without proportional cost increase

• Natural Romanian conversational tone (non-robotic)

• Integration with existing BRD systems

• Continuous learning from real customer interactions

• Intelligent escalation to human operators when necessary

We developed a secure AI-powered knowledge chatbot built on OpenAI GPT-4 architecture and integrated with BRD’s internal systems.

Architecture Highlights

• RAG-based architecture (Retrieval-Augmented Generation)

• Secure document ingestion and knowledge base creation

• Real-time document retrieval

• Controlled LLM reasoning layer

• Banking API integration

• Continuous feedback loop for improvement

Technologies Implemented

• OpenAI GPT-4

• Python

• FastAPI

• Redis

• NLP Processing Pipelines

• Banking APIs Integration

The system was trained specifically for the banking domain, understanding financial terminology, BRD procedures, and contextual queries.

Operational Impact

• Significant reduction in call center load

• Lower operational costs

• Faster customer support cycles

• Improved agent focus on complex cases