Content Engineering to Improve AI Readiness for a Financial Institution’s Customer Service Center

The Challenge A well-known financial institution faced challenges in providing frictionless, personalized service to customers due to widespread issues with knowledge base content. Due to outdated legacy systems, both agents and customers experienced difficulties finding and using content; similarly, internal content management teams struggled to maintain and update both agent-facing and customer-facing content. Internal teams sought to establish a multichannel contact center but were unable to do so effectively. The nature of the content’s multi-authoring process, long-history, and complex documentation led to duplicative and occasionally conflicting content that was restricted to one channel. These challenges also posed a risk to regulatory compliance, exposing audit risks and barriers to servicing necessary legal verbiage or processes.