Finance
AI Knowledge Assistant for 1,500+ Employees in Banca Intesa Serbia
2 min
An MS Teams-based virtual assistant that gives more than 1,500 employees instant answers from thousands of pages of internal documentation, achieving over 3,700 messages in the first week.
The client
For over two decades, Banca Intesa has been a leading force in Serbia’s banking sector, combining knowledge, innovation, and international experience to support economic growth and improve everyday life. Trusted by 1.33 million clients and supported by 3,000 employees across 133 branches, the bank empowers individuals, businesses, and communities. They wanted to give employees faster access to operational know-how and reduce time spent searching internal documentation.
The area of improvement
Front-line staff relied on procedures and manuals scattered across a vast set of internal documents, making it slow and inconsistent to find the right answer during client interactions and negatively impacting efficiency and employee experience.
The solution
• AI Virtual Assistant for employees (IVA – Intesa Virtual Assistant), available directly in Microsoft Teams. Designed to give quick, consistent answers to operational and product questions within everyday workflows. Built on a scalable foundation that supports future use cases.
Knowledge-based assistant trained on organizational procedures, user manuals, and thousands of pages of internal documentation. Its knowledge base is continuously expandable, allowing fast updates and easy adaptation to changing needs.
A centralized “single source of truth” that reduces reliance on informal knowledge sharing and manual document searches.
Results
Launched to all employees on 17.09.2025, reaching rapid adoption from day one.
More than 2000 employees use IVA in their everyday work.
IVA recieved 53K messages in the first 6 months.
Faster access to information, higher confidence in answers, and reduced time spent searching knowledge bases.
Improved employee experience, especially front-line staff and new hires who can instantly access accurate guidance and information, reducing onboarding time and day-to-day challenges.
Key takeaways
An internal AI virtual assistant helps banks quickly connect employees with the information they need to complete daily tasks. Embedded in familiar tools like Microsoft Teams, it delivers fast, accurate, and consistent answers, reducing time spent searching for documents, supporting compliance with internal policies, and improving decision-making. This kind of tool increases productivity, helps employees make better decisions, and improves both their work and the overall customer experience.
Written by
Staff
