Product
Company
A secure AI assistant concept that helps An Post teams find approved answers, support complex customer and complaint conversations, and turn repeated questions into CX and operational improvement signals.
An Post already has customer support channels and CX feedback in place. The opportunity is to connect those signals with the internal knowledge staff need every day. The assistant can start as a practical internal tool and grow into a broader service intelligence layer across financial services journeys.
Help staff find answers from approved product, policy, process, website, and support content without waiting for another team to respond.
Guide teams through complex customer scenarios with clearer context, source-backed guidance, and consistent next steps.
Connect what staff are asking with customer feedback, complaint themes, and service friction already captured through trustMinder.
Reveal repeated questions, missing content, unclear processes, and emerging risks so teams can improve service over time.
Financial services teams often need fast, accurate answers during customer conversations, commercial reviews, complaint escalations, and contract-related work. But the knowledge they need may sit across websites, documents, operational teams, legacy product material, and informal channels.
When answers depend on waiting for the right person, service slows down. Staff lose time. Customers wait longer. Leaders get less visibility into where the process is creating friction.
The opportunity is to create a practical assistant that gives staff faster answers while showing leaders where knowledge, process, and customer experience improvements are needed.
A first pilot could focus on a small set of high-value financial services questions and workflows. The goal would not be to replace existing systems. It would be to test whether a secure assistant can reduce time spent searching, improve answer consistency, and surface the knowledge gaps that slow teams down.
Try example questions the assistant could support.
Based on approved source content, the recommended response should include the product context, customer eligibility, next-step guidance, and any escalation criteria. If the case involves a complaint, capture the customer issue, the timeline, the requested outcome, and the supporting reference before escalating.
Help staff answer questions about older financial services products without searching multiple sources or waiting for specialist input.
Support complex complaint or case reviews with guided information capture, consistent steps, and source-backed guidance.
Give relationship managers faster access to product, service, and operational information during customer conversations.
Help teams quickly find the right public-facing or internal content that supports an answer.
Capture questions the assistant cannot answer confidently and use them to identify missing, outdated, or unclear information.
Demonstrate how An Post can use AI-assisted knowledge, CX signals, and operational insight to modernise service delivery.
trustMinder's role is to help teams move from scattered signals to faster decisions and measurable service improvement. A focused assistant pilot can create evidence before expanding.
A workflow partnership reduced turnaround from 15 days to 1–2 days, then progressed toward same-day service for selected processes.
Start with a specific workflow, prove the improvement, then expand with evidence.
trustMinder helps customer-facing teams capture feedback during and after key interactions, turning customer signals into dashboards, alerts, and action.
The assistant can become another source of service intelligence, not just another support channel.
In complex service environments, repeated questions often reveal broken content, unclear handoffs, or process friction.
The assistant should capture what people ask, where confidence is low, and what knowledge needs to be improved.
Teams using AI tools often see value, but confidence drops when answers are not grounded in approved business context.
A trustMinder assistant can be configured around specific An Post content, workflows, and CX priorities.
Contract bids increasingly require a credible future vision for service innovation, digital support, and continuous improvement.
A pilot can produce a practical story: faster answers, better consistency, visible knowledge gaps, and a roadmap for AI-enabled service improvement.
The best next step is a short working session to define the first 20–30 questions, the approved content sources, and the success measures for a focused An Post Financial Services assistant pilot.
Suggested pilot inputs: priority questions, approved source documents, common complaint and case scenarios, website content, and known knowledge gaps.
