A Unified Knowledge Base to Empower Agents and Enhance Customer Experience
As a central institution responsible for critical financial oversight and operational continuity, the Central Bank required a unified, reliable source of truth across its departments.
Faced with growing information complexity, siloed procedures, and a need for faster onboarding, the Bank turned to Polly.Help.
The goal: streamline internal operations, reduce dependency on informal knowledge, and ensure staff new and experienced can access accurate answers with speed and confidence.
Today, Polly.Help powers a modern knowledge environment, improving efficiency, consistency, and governance across the organization.
Polly.Help gives our agents the right answers at the right time. It’s not just a tool it’s part of how we operate now: consistently, intelligently, and with confidence
Jeffrey DeBourge,
Natural Language & Artificial Intelligence Administrator, Customer Service Center, Central Bank
The Challenge
Inconsistent responses across channels due to scattered knowledge and lack of governance
Significant time spent on training, supervision, and correcting repeated mistakes
Difficulty managing compliance requirements and complex banking procedures in real time
High repeat contact rates and rising pressure on agents to deliver accurate, fast responses
The Polly.Help Solution
Launched a centralized internal-facing knowledge portal for customer service agents and other departments, tailored for different roles and channels
Structured the knowledge base to support rich, technical guidance for high-risk procedures, as well as FAQs and canned responses for chat and email
Created workflows for content validation and coordination across SMEs, admins, and performance analysts
Reduced training and supervisory time through structured access to validated content
Lowered QA effort and improved compliance with standardized, high-quality answers
Increased agent efficiency across voice, chat, and mail channels
Significantly improved consistency in customer responses across agents, channels, and topics
From Governanceto Growth
Central Bank’s knowledge strategy is a blueprint for intelligent service.
With Polly.Help, they’ve created a scalable, governed platform that improves agent effectiveness and customer satisfaction while ensuring compliance in every interaction.
Curious how Polly.Help can support regulated, high-volume environments?
MoreCase Studies
At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.
Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.
But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.
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