PureSoftware Builds GenAI Chatbot for a Global Financial Intelligence Leader to Redefine ‘How-To’ Support

August 28, 2025

Business Challenge

A Fortune 500 U.S. corporation partnered with PureSoftware to transform its financial information and investor support experience. The client required an AI-powered chatbot capable of delivering instant, accurate, and context-aware answers to ‘How-To’ queries. The objective was to enhance user experience for investors and customers, reduce dependency on manual support, and maximize the value of existing knowledge assets.

The client was facing multiple challenges, including:

  • High volume of repetitive ‘How-To’ queries overwhelming investor support teams
  • Inconsistent and delayed query resolution affecting client trust and satisfaction
  • Underutilization of extensive user documentation stored in SharePoint
  • Rising support costs due to manual intervention

Business Analysis

PureSoftware conducted a detailed assessment of the client’s investor support ecosystem and identified that a large percentage of incoming queries were repetitive. Existing documentation could have addressed these questions, but it was not easily accessible to users. The absence of an intelligent self-service mechanism resulted in prolonged resolution times, higher support costs, and a subpar client experience.

By analyzing query patterns, identifying documentation gaps, and evaluating integration needs, PureSoftware determined the need for a GenAI-powered chatbot capable of delivering real-time, consistent, and scalable support for financial information and investor services.

PureSoftware’s Solution

PureSoftware designed and implemented a GPT-4 powered AI Assistant Chatbot seamlessly integrated into the client’s support ecosystem. The solution was built on a Retrieval Augmented Generation (RAG) architecture, ensuring responses were not only conversational but also grounded in the client’s authoritative documentation.

Knowledge Integration & Training

  • Extracted and structured user guide content from SharePoint to train the chatbot
  • Ensured high query-response accuracy through iterative fine-tuning

Conversational AI Development

  • Built a chatbot using GPT-4 capable of understanding natural language queries
  • Enabled contextual follow-up answers to create intuitive, human-like conversations

Validation & UAT

  • Conducted rigorous User Acceptance Testing with the client’s product team
  • Ensured responses were relevant, accurate, and aligned with user expectations

Plugin Integration

  • Developed a plugin for seamless resolution of ‘How-To’ queries
  • Optimized the chatbot for efficiency in addressing documentation-related questions

Impact Delivered

PureSoftware’s GenAI solution transformed the client’s support operations by delivering measurable business and user benefits:

  • Enhanced User Experience – Instant, accurate, and consistent answers improved customer satisfaction
  • Reduced Support Costs – Shifted high-volume repetitive queries to AI-driven self-service
  • Accelerated Resolution Time – Faster, context-aware responses minimized delays
  • Optimized Content Utilization – Repurposed existing documentation for AI training and support
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