✦ GenAI-powered Knowledge Base
Transforming Agent Efficiency for a Global Leading Commercial Bank with Dyna.AI
A leading global commercial bank partnered with Dyna.AI to overcome high training costs, low query efficiency, and declining customer satisfaction.
Business Needs
A global leading commercial bank faced critical operational challenges stemming from high agent training costs, low query efficiency, and declining customer satisfaction. Managing over 2,000 agents with a high turnover rate and long training durations, the bank struggled to maintain service quality. With over 1 million customer interactions per month, agents spent several minutes on average searching for information in a complex, rigid, and user-unfriendly Knowledge Management System (KMS). This environment not only increased operational costs but also led to long wait times and frustrated customers, threatening the bank’s competitive position.
Dyna Solution
To tackle these challenges, the bank partnered with Dyna.AI, implementing a GenAI-powered knowledge base and AI copilot solution. Dyna.AI revolutionized the agent experience by enabling faster, more consistent responses and dramatically streamlining training and information retrieval processes.
Key Outcomes
Reducing Training Costs and Effort
Before Dyna.AI, KB (Knowledge Base) training took 6 months and required agents to navigate through 9,000 documents with overlapping, complex information. After implementation, the KB training duration was reduced to just 1 day, and the materials were consolidated into a single manual — an outstanding achievement that drastically cut onboarding time and costs.
Improving Overall Productivity
Dyna.AI's intelligent solution drove a 300% increase in search efficiency, allowing agents to find information much faster during customer interactions. Additionally, customer service capacity doubled (100% increase), enabling the bank to handle more queries without adding more headcount, improving operational scalability and customer satisfaction.
Superior Performance Over Competitors
In rigorous benchmarking against a Microsoft + OpenAI solution, Dyna.AI significantly outperformed across all key performance metrics:
Latency: 0.5 seconds for FAQs (vs. 10–20 seconds)
Helpfulness: 88.1% (vs. 47.6%)
Factualness: 98.6% (vs. 67.5%)
Comprehensiveness: 94.1% (vs. 59.3%)
Response Consistency: 91.7% (vs. 0%)
Variation Stability: 72 (vs. 2)
The improvements were staggering:
95% faster latency
85% more helpful responses
46% more factual accuracy
59% better comprehensiveness
Infinite improvement in response consistency
35 times greater variation stability
Conclusion
By partnering with Dyna.AI, the commercial bank achieved a groundbreaking transformation in agent training, query handling, and customer service efficiency. This success story demonstrates how advanced GenAI solutions not only solve existing operational bottlenecks but also set new standards for excellence in the banking sector.