24/7 AI chatbots for regulated services: self-service without misinformation
A chatbot that invents an answer in a regulated context is worse than no chatbot at all.
Most inbound contacts in regulated services are recurring, simple questions: the status of a file, the documents required, the fees. Handling these by phone drives long wait times and high marginal cost. A chatbot can absorb them 24/7, but only if it is grounded in authoritative sources. Retrieval-augmented generation (RAG) over official documentation and internal reference texts is what makes this safe.
Grounding the assistant
- RAG over the organisation's document base and reference texts
- Real-time access to case status, fees and required documents
- Smooth escalation to a human with a pre-filled context summary
- Continuous learning from unresolved questions
Case status self-service
A user asks where their file stands; the assistant looks up the case by reference number and returns the real status, offering a direct download link.
Advisor-side suggestions
The same engine suggests context-appropriate replies to human advisors, standardising quality across the team.