Introduction

In the rapidly evolving banking sector, managing extensive Standard Operating Procedures (SOPs) and keeping abreast of frequent regulatory updates are critical challenges. Traditionally, this information is stored in Document Management Systems (DMS) and accessed manually via intranets, leading to inefficiencies and delays in customer service. To address these issues, a prominent commercial bank with over 150 branches, 100+ branchless banking units, and more than 200 ATMs implemented an AI-powered chatbot. This solution revolutionized document retrieval processes, providing instant access to critical information and significantly enhancing operational efficiency and customer service quality.