Boston, MA — BUSINESS INSIDER — July 12, 2024— Today, Posh AI, the leader in conversational and generative AI solutions for financial services, announced the next generation of Knowledge Assistant. Trusted by leading banks and credit unions like Interra CU, Ion Bank, One Nevada CU, and Southern Bank, Knowledge Assistant combines cutting-edge generative AI with rigorous security practices to harness the power of a client's entire knowledge base. As a result, teams of all sizes and departments instantly have access to mission-critical information, enabling employees to deliver trusted and immediate answers to their customer's most important questions.

With Knowledge Assistant, clients enjoy an onboarding process that takes just days, not months. This streamlined approach enhances efficiency, boosts Net Promoter Scores (NPS), and improves ROI for call centers and frontline employees.

Driven by client feedback, Knowledge Assistant’s transformative update introduces a host of new generative search features that cater to employees across all departments, from frontline workers to loan officers and HR personnel. These changes make Knowledge Assistant an indispensable tool designed to enhance the user experience and improve operational efficiency.

"Knowledge Assistant represents a major leap forward in our mission to transform financial services with AI," said Matt McEachern, Chief Product Officer. "By providing instant access to accurate information, we empower employees to excel in their roles and enhance the customer experience."

Financial institutions are responsible for an overwhelming amount of nuanced, consumer-facing knowledge, often stored in multiple repositories, without an effective way of accessing the most relevant information for any question asked in a timely manner. Knowledge Assistant provides a single source of truth for employee questions, reducing search times by up to 93 percent. Without the need to search vast amounts of information to find answers, Knowledge Assistant empowers employees to focus on strategic, high-value tasks, such as delivering exceptional customer service.

Knowledge Assistant is already equipped with integrations that enable the largest financial institutions to seamlessly pair their knowledge base, ad hoc documents, and web resources. Posh continues to add new functionality to its ever-growing list of capabilities, reinforcing the mission of leveraging AI to optimize employee and customer-facing experiences.

Expanded Search Functionality

The latest update includes a highlight and scroll functionality in source documents, allowing the user to easily click into the source document and see exactly where the answer is being pulled from. Knowledge Assistant sources answers from multiple sources at once and shows predicted next questions to ask, enabling the user to quickly see related questions, which allows them to be more proactive in customer conversations. 

Enhanced Analytics and Insights

Knowledge Assistant admins access a wide range of analytics that provide intelligent insights. Admins track customer inquiries and user activity to provide detailed search logs, showcasing who initiated the search, whether or not an answer was found, and any feedback provided. AI aggregates and summarizes this data to help identify trends, knowledge base gaps, and key insights into top documents, searches, and activity.

User Access and Department Controls to Ensure That Sensitive Information Remains Secure

Knowledge Assistant employs advanced security features to protect critical documentation. All answers are rooted in provided knowledge, with safeguards in place. This approach helps financial institutions maintain the highest levels of security and trust.

"Posh AI's commitment to zero-data retention ensures that no user data is stored, providing an extra layer of privacy and compliance with industry standards," states Will Phillips, Security Engineering Manager.

Knowledge Assistant also offers distinct user roles and department controls to ensure tailored access within the client organization. 

"The time savings we get with Knowledge Assistant has been tremendous; it shaves minutes off calls. The accuracy has been incredible too, and it aids in enhancing our members' trust," said Steve Goodwine, HVCU VP, Director of Contact Center. "There are no more bottlenecks… It's no longer a scavenger hunt through 5,000 documents. The knowledge is now unlocked; it's right at their fingertips. We are increasing the accuracy and efficiency of responses, leading to a higher first call resolution."

Find out more information about Knowledge Assistant here.

About Posh AI:

Posh AI is committed to democratizing access to banking and accelerating the responsible adoption of AI for financial institutions, transforming how they serve their communities and employees. Powered by our proprietary platform, Posh AI assistants empower frontline staff and transform customer interactions. Purpose-built for financial services, Posh’s AI spans voice, digital, and knowledge channels, offering conversational customer service, 24/7 self-service, and increased employee efficiency. Supported by top AI and financial institution experts, Posh's solutions significantly enhance customer and employee experiences. Learn more about Posh at www.posh.ai and follow Posh on Linkedin.