Enterprise Knowledge Search
Global Payments Solutions employees needed too long to answer complex client product and onboarding questions because knowledge was spread across internal materials and often required calls with product specialists in different regions and time zones.
Reported impact
Bank of America expects the assistant to save tens of thousands of employee hours annually while speeding product and onboarding responses, enabling more tailored client solutions, and improving strategic advisory support.
Bank of America built Ask Global Payments Solutions (AskGPS) in-house as a generative AI assistant for its Global Payments Solutions organization. The implementation is centered on a curated internal knowledge corpus: over 3,200 internal documents and presentations, including product guides, term sheets, and FAQs, are used to train the assistant and turn static reference content into a real-time question-answering system. Employees can submit simple or complex client questions and receive responses within seconds, rather than manually searching documents or contacting regional product specialists. The assistant serves salespeople and bankers by surfacing vetted answers, best practices, and precedents across sectors and geographies to support product, onboarding, and advisory conversations. The source does not name an external model provider, storage platform, or orchestration stack, so the disclosed architecture is limited to the in-house GenAI application layer and its internal document corpus.
Internal documents and presentations, including product guides, term sheets, and FAQs, are used to train Ask Global Payments Solutions. The in-house generative AI assistant processes employee questions against this vetted knowledge base and returns near-instant answers, best practices, and precedents to Global Payments Solutions staff for client product, onboarding, and advisory work.
"Now, using [AskGPS], employees can achieve the same result almost instantly, creating the potential to save tens of thousands of hours annually."
"Previously, a sophisticated inquiry could take an employee an hour to complete and involve making phone calls to product specialists across different regions and time zones."
"The assistant directly benefits Bank of America clients through: Faster turnaround on product and onboarding inquiries"
"The newly launched Ask Global Payments Solutions ... was built in-house and trained on over 3,200 internal documents and presentations – including product guides, term sheets, and FAQs."
"employees can now pose simple to complex client questions and receive answers within seconds."
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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