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Development of an AI-powered chatbot for Enhanced Customer Support at the Saudi National Bank
AlFaleh, Da’ad
AlFaleh, Da’ad
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Abstract
The increasing demand for efficient and accessible customer service in the financial sector has
driven institutions like the Saudi National Bank (SNB) to adopt cutting-edge technological
solutions. This thesis presents the comprehensive development of an AI-powered chatbot,
specifically designed to enhance customer support services at SNB. The chatbot aims to
autonomously handle routine inquiries, thereby reducing the need for human intervention and
optimizing resource allocation. The project’s objectives include improving customer satisfaction,
lowering support costs, and ensuring 24/7 availability of basic support services. Built on the
LLaMA2 architecture, enhanced with Retrieval-Augmented Generation (RAG), and integrated
into a web application using Python Flask and React, this chatbot represents a significant
advancement in SNB's customer service capabilities. This thesis details the end-to-end process of
designing, developing, testing, and deploying the chatbot, addressing both technical challenges
and strategic considerations. Additionally, the thesis explores a variety of use cases, illustrated
through UML diagrams, class diagrams, sequence diagrams, and data flow diagrams (DFDs),
providing a holistic view of the system’s architecture and functionality.