A leading global investment bank partnered with Prolifics to modernize its contact center intelligence and unlock the full value of its data. With over 1.5 million calls each month and vast volumes of unstructured transcripts, the bank needed a smarter, scalable solution to deliver accurate, compliant, and context-aware responses.
Prolifics introduced a graph-powered RAG architecture that transformed fragmented data into an intelligent, connected knowledge system. By combining graph databases, vector embeddings, and hybrid search, the solution enabled deeper understanding of customer queries and relationships across accounts, products, and interactions.
Business challenges faced by the client:
- Struggled to extract insights from massive volumes of unstructured contact center data.
- Faced inefficiencies in delivering accurate real-time responses to agents across fragmented data sources.
- Traditional RAG systems failed to capture complex relationships and maintain context across conversations.
- Scalability issues arose as the knowledge base expanded, impacting performance and accuracy.
- Needed explainable, compliant AI responses to meet strict regulatory and audit requirements.
Key solution capabilities include:
- Graph-based reasoning to understand complex data relationships
- Hybrid search combining lexical, semantic, and contextual retrieval
- Dynamic knowledge graph built from transcripts and enterprise data
- Reduced AI hallucination with traceable and verifiable responses
- Real-time insights embedded within agent workflows
Business impact delivered:
- Improved accuracy and consistency in AI-driven responses
- Enhanced explainability to support compliance and governance
- Faster resolution times and increased agent productivity
- Personalized customer interactions based on contextual insights
- Scalable AI foundation for future innovation
Today, the bank is equipped with a future-ready AI platform that drives intelligent customer engagement while meeting strict regulatory standards.
Download the full case study to see how Prolifics helps financial institutions transform data into actionable intelligence.
