Industries
Technologies
- IBM Watson
- Natural Language Processing
About the client
Barclays is a global bank. Its Customer Support department needed a faster way to tap institutional knowledge while speaking with clients. Einstein AI is a web chatbot that answers questions around specific topics—such as payments—and can deduce facts from responses to steer the conversation.
The challenge
During live discussions with clients, support agents needed quicker access to the bank's knowledge base. They had to capture customer feedback in sequence, ask the right follow-up questions, and reach the root cause without losing momentum on the call.
Our approach
Freshbyte built Einstein AI on IBM Watson, integrating with the bank's AI decision-making system. Agents enter customer feedback step by step in a chat window; the chatbot asks clarifying questions and narrows the issue efficiently. We delivered NLP training for a subset of the knowledge base and a responsive, polished chat interface.
The results
- Integrated the chatbot with the bank's AI decision-making system powered by IBM Watson.
- Delivered NLP training for a focused subset of the customer support knowledge base.
- Built a responsive chat interface for agents to capture feedback and follow guided clarifications during live calls.
- Enabled the bot to answer payments-related questions and deduce facts from answers to adjust the conversation in real time.