GenAI Knowledge Assistant: Supercharging Contact Center Productivity

A leading Midwest credit union needed to modernize contact center operations where agents searched manually across disparate sources, slowing responses and reducing member satisfaction. Myridius built a GenAI Knowledge Assistant on Amazon Q and AWS S3 with embedded safety guardrails, delivering instant, accurate, compliant answers and a scalable foundation for enterprise expansion.

Key Outcomes

• Faster agent decision-making with answers in seconds.
• Improved member service and first-call resolution.
• Compliant AI responses with a foundation built to scale.

Overview

A leading Midwest credit union serving a large member base needed to modernize its customer service operations to keep pace with growing member expectations. Contact center agents relied on manual knowledge searches across disparate information sources, resulting in slow response times, inconsistent answers, and reduced member satisfaction. The organization sought a scalable, GenAI-powered solution that could equip agents with instant, accurate, and compliant responses, starting with the contact center and expanding over time. Myridius leveraged Amazon Q and AWS S3 to build a GenAI Knowledge Assistant, establishing foundational capabilities in MVP1 while architecting for enterprise-wide expansion. As a result, agents access contextual answers in seconds, productivity and member satisfaction improved, and all responses adhered to compliance standards through embedded safety guardrails and role-based access controls.

Client Context

The client is a leading Midwest credit union serving a large member base, with a contact center at the front line of member service and satisfaction.

Fast, accurate, compliant answers mattered here because agents searching manually across disparate sources delivered slow and inconsistent responses, directly affecting member experience. What was at stake operationally was contact center productivity and member trust, alongside the regulatory and policy compliance that financial services demand of every member interaction.

The Challenge

The credit union needed to modernize customer service operations to keep pace with growing member expectations. Contact center agents relied on manual knowledge searches across disparate information sources, resulting in slow response times, inconsistent answers, and reduced member satisfaction.

Consider a typical member call. The agent had to locate the right information across multiple, disconnected sources while the member waited, with no guarantee that two agents would surface the same answer to the same question. The organization wanted a GenAI-powered assistant that could equip agents with instant, accurate, and compliant responses, beginning with the contact center and expanding to other enterprise functions over time.

Transformation Goals

The engagement focused on north stars that connected agent productivity to service quality, a scalable foundation, and compliance and safety.

• Agent Productivity: Dramatically improve contact center agent efficiency by providing instant access to relevant knowledge and contextual responses through a GenAI-powered assistant.

• Service Quality: Deliver faster, more accurate, and consistent responses to member queries, improving first-call resolution rates and overall member satisfaction.

• Scalable Foundation: Build foundational GenAI capabilities in MVP1 that can be rapidly expanded to additional enterprise use cases beyond the contact center.

• Compliance and Safety: Ensure all AI-generated responses adhere to regulatory requirements and organizational policies through embedded safety guardrails and role-based access controls.

The Solution

Myridius leveraged Amazon Q and AWS S3 to build a GenAI Knowledge Assistant, establishing foundational capabilities in MVP1 while architecting for enterprise-wide expansion. The team orchestrated a reliable knowledge foundation, embedded accuracy optimization and safety controls into the assistant, and reimagined member service as an instant, consistent, and compliant experience. The progression moved from deploying the core GenAI engine and knowledge infrastructure, to embedding accuracy tuning and safety guardrails, to reimagining an enterprise-ready, scalable assistant.

• Orchestrated the foundation: Deployed Amazon Q as the core GenAI engine for natural language queries against the knowledge base, and configured AWS S3-based repositories with structured and unstructured data ingestion, streamlined processing pipelines, and multi-source knowledge search.

• Embedded intelligence and safety: Conducted extensive testing and optimization of knowledge search accuracy, tuning retrieval parameters and response generation to maximize relevance and minimize hallucinations, and embedded safety guardrails and role-based access controls for compliant, secure responses.

• Reimagined the operating model: Established MVP1 as a reusable GenAI foundation designed for rapid expansion across additional enterprise areas including operations, lending, and member services.

Governance and Trust

Because this engagement introduced generative AI into regulated member interactions, safety, compliance, and access control were central. Embedded safety guardrails and role-based access controls ensured that AI-generated responses remained compliant, secure, and aligned with organizational policy across all contact center interactions.

Accuracy optimization, including tuned retrieval parameters and response generation, was undertaken specifically to minimize hallucinations and keep answers grounded in the credit union's own knowledge base. By establishing these controls in MVP1, the foundation was built to extend responsibly to lending, operations, and member services, so that governance scaled alongside capability.

Results

The assistant transformed slow, inconsistent manual knowledge searches into instant, accurate, and compliant answers. Agents served members faster while the organization gained a reusable, scalable GenAI foundation.

The result:

• Faster decision-making, with agents accessing relevant knowledge and contextual responses in seconds, accelerating service delivery.

• Boosted agent productivity and improved customer service, with the knowledge base unlocked for high-volume query handling and faster, more accurate issue resolution improving member satisfaction and first-call resolution.

• Compliant AI responses through safety guardrails and role-based access, on an MVP1 foundation built to scale across operations, lending, and member services.

Technology Stack

GenAI Engine

Amazon Q
Answers natural language queries against the knowledge base

Knowledge Storage

AWS S3
Stores structured and unstructured knowledge sources

Cloud Platform

AWS
Hosts the assistant and supporting services

Security

Role-based access control, safety guardrails
Ensure compliant, secure, policy-adherent responses

Data Processing

Automated knowledge ingestion and search pipeline
Keeps the knowledge base current and searchable

In a credit union contact center, the speed and consistency of every answer shapes member trust. This case shows how a compliant, well-grounded GenAI assistant turns scattered knowledge into instant, reliable service. This was not a chatbot bolt-on. It was a compliant, scalable GenAI knowledge foundation.