How Major South American Bank Gave Web Visitors 24/7 Cited Answers with Azure Generative AI
We built DIA, a guardrailed Generative AI assistant on Microsoft Azure that answers questions on Major South American Bank's public website around the clock, using only approved bank content and linking every answer to its source.
24/7
answers for website visitors, outside branch hours too
100%
of answers linked to official bank sources
1
unified index for all product knowledge
O V E R V I E W
Customers had questions at all hours, and the bank could not risk a chatbot that guessed
Major South American Bank is a regional commercial bank serving individual, joint, small-business and corporate clients through its branch network, internet banking portal, mobile app and public website. As the bank moved toward a cloud-native operating model on Microsoft Azure, leadership wanted to use AI to improve customer interactions across digital channels.
The first priority was the public website, where prospects and customers look up product details, branch and ATM locations, fee schedules and account requirements. The bank needed instant answers without compliance risk or made-up responses. Ksolves designed and deployed the an Intelligent Assistant, a Retrieval-Augmented Generation (RAG) assistant running on Azure.
C H A L L E N G E
01
Off-Hours Inquiry Delays Visitors researching savings accounts, interest rates or branch locations outside operating hours had to wait for phone support or visit a branch, and many left the website.02
Risk of Hallucinations in Regulated Banking Ungrounded generative AI on a public banking site could invent product details or discuss out-of-scope topics, creating regulatory and reputational risk.03
Unverifiable Answers Standard chatbots gave plain-text answers with no source, making it hard for users to confirm published rates or terms.04
Rigid Keyword Search The website's keyword search could not handle informal phrasing, typos or the local shorthand common on mobile.05
Fragmented Knowledge Sources Product descriptions, rate tables, fee structures and branch/ATM lists were spread across separate web pages and unindexed PDFs.06
Friction on Mobile Devices Text-only interfaces made mobile users type everything, and static answers with no next step led to dropped sessions.S O L U T I O N
A grounded AI assistant that answers only from approved bank content and shows its sources
Ksolves engineered a RAG-based AI assistant embedded in Major South American Bank public WordPress website, powered by Azure AI Search and Azure OpenAI, with an administration portal for the bank's team. The governing principle was trust: answer only from approved bank content, show where every answer came from, and decline anything outside the bank's products. Each fix below answers the challenge with the same number.
- 01 Always-on assistant on secure Azure hosting DIA runs on Azure Container Apps behind Azure Front Door WAF, with managed identities and automated CI/CD pipelines, so visitors can get answers 24/7.
- 02 Grounded RAG pipeline with product-only guardrails The retrieval pipeline pulls content strictly from approved bank documentation, while system prompts and Azure AI Content Safety decline out-of-scope, competitive or malicious questions.
- 03 Citation engine The LLM must return plain-language answers with direct links to the source pages or documents, so users can check rates and terms for themselves.
- 04 Natural language understanding for typos and shorthand Semantic search and LLM context handling interpret misspelled, abbreviated or informally phrased questions correctly.
- 05 Unified knowledge index on Azure AI Search Website pages, rate tables and unstructured PDFs such as the branch/ATM directory are combined into one Azure AI Search vector and hybrid index.
- 06 Voice and next-best-action prompts Speech-to-Text and Text-to-Speech let mobile visitors talk to DIA, and guided next-step prompts help them move through complex banking topics.
Architecture
Technology stack
| Category | Technology |
|---|---|
| AI / RAG Engine | Azure OpenAI LLM + RAG |
| Vector & Hybrid Index | Azure AI Search |
| Content Safety & Security | Azure AI Content Safety + Azure Front Door WAF |
| Frontend Interface | WordPress Custom Chat Widget |
| Infrastructure & Hosting | Azure Container Apps |
| Orchestration & DevSecOps | Azure DevOps CI/CD + Bicep (IaC) |
D E L I V E R Y
From scattered pages to one trusted assistant on the bank's website
Ksolves delivered DIA as a chat widget on Major South American Bank public website, backed by a single Azure AI Search index of approved bank content. Every question passes through security and safety checks, in-scope questions get a grounded answer with source links, and out-of-scope ones are politely declined. Bank administrators monitor conversations through a dedicated portal, and the whole stack is deployed through automated CI/CD on Azure.
R E S U L T S
From office-hours answers to a trusted assistant around the clock
Website visitors now get instant, plain-language answers about products, rates, fees and locations, and every answer points back to the bank's own published source. The bank has a secure, guardrailed foundation it can extend to other digital channels.
- 24/7 Answers for Website Visitors Visitors researching accounts, rates or branches after hours used to wait for phone support or a branch visit. Now DIA answers them any time of day.
- 100% of Answers Linked to Official Sources Chatbot answers used to come as plain text with nothing to verify them. Now every answer includes direct links to the bank's published pages or documents.
- 1 Searchable Index for All Product Knowledge Product pages, rate tables, fee structures and branch/ATM PDFs used to be scattered and partly unindexed. Now they sit in one Azure AI Search index.
- 2 Layers of Guardrails on Every Question Public generative AI used to mean hallucination and compliance risk. Now product-only system prompts and Azure AI Content Safety screen every question.
- 2 Ways to Ask: Text and Voice Mobile visitors used to face typing friction and dead ends. Now they can speak or type, and guided next-step prompts keep the conversation moving.
T E A M
The Salesforce Engineers Behind This Project
Our Salesforce engineers stay with the project from design through support, so the people who build your platform are the ones who know it best.
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