Global Financial Services Leader Centralizes Support Knowledge with Bloomfire 

Organization Overview

A leading global financial services provider with more than 13,000 employees delivers critical credit and risk intelligence to businesses and consumers worldwide. As customer expectations rose and regulatory audits loomed, the organization needed a centralized, AI-powered solution to ensure agents could quickly access consistent, compliant information, reducing operational friction and preparing for peak support demand.

The Challenge

The organization’s contact center teams struggled to locate accurate, compliant answers quickly. Knowledge was spread across SharePoint folders and locally saved documents, introducing version risk and rework. Content authors spent significant time manually reformatting articles, while leadership lacked visibility into what knowledge was used or missing.

Upcoming regulatory audits and an anticipated spike in Q1 2026 call volume added urgency. Teams needed a single source of truth with strong governance, real-time analytics, and search capabilities that integrated seamlessly across existing tools, including SharePoint, Amazon Connect, and JIRA.

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The Solution

To address these knowledge gaps and compliance pressures, the organization partnered with Bloomfire and built a centralized, governed knowledge hub purpose-built for high-volume contact center teams. The solution empowered agents to find consistent, approved answers through semantic AI search, eliminating the risks of outdated content, scattered files, and version confusion.

When the organization shifted from static file storage to native, structured content, the company dramatically reduced time spent reformatting documents and improved clarity for both authors and agents. Link integrity was preserved through a guided migration approach, ensuring a seamless transition away from legacy SharePoint folders.

“Bloomfire has changed how our teams work day-to-day. By unifying our knowledge in one governed hub and surfacing precise answers directly in an AWS generative AI-powered assistant, we’ll reduce handle time, drive more consistent guidance for agents, and scale our operations with confidence.”

The Results

With Bloomfire’s partnership, the organization established a scalable foundation for real-time, AI-assisted support by integrating governed knowledge directly into frontline workflows. Teams can now access verified answers within the systems they already use, reducing time spent switching contexts and enabling faster, more accurate responses. This alignment with existing processes and future automation plans positioned the company to scale confidently without adding overhead or complexity.

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Bloomfire centralizes knowledge so teams tighten governance and stay audit‑ready.

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