Case Study: a global financial services leader centralizes support knowledge with Bloomfire

Global Financial Services Leader reduces handle time with Bloomfire

The customer, a global financial services leader with over 13,000 employees, faced a significant challenge as its contact center teams struggled to find accurate and compliant answers. Knowledge was scattered across SharePoint and local documents, creating version control risks and rework, while upcoming audits and a projected spike in call volume added urgency. The company turned to the vendor, Bloomfire, for a solution to centralize its support knowledge.

Bloomfire implemented a centralized, AI-powered knowledge hub to serve as a single source of truth. This solution provided semantic search capabilities and integrated with existing systems like Amazon Connect, which dramatically reduced the time spent reformatting documents and allowed agents to find consistent, approved answers quickly. As a result, the organization established a scalable foundation for AI-assisted support, reducing handle time and positioning itself to confidently scale operations while ensuring compliance and readiness for audits.