Models / AI Centre of Excellence
Policy Copilot (RAG)
Answers staff questions on the Bank's policies, with citations.
Groundedness
0.96
Citation accuracy
0.93
Answer correctness (policy-owner graded)
0.89
Correct abstention rate
0.91
Median latency
2.4 s
About this model
Answers staff questions about the Bank's own policies, procedures and product terms with citations to the exact section. Grounded on the policy and procedure corpus and the product catalogue through Vertex AI Search, so answers come from approved documents rather than general knowledge. Says it does not know when the documents do not cover the question.
Intended use
Branch, contact centre and operations staff looking up procedures (e.g. dormant account reactivation, FD early uplift, card dispute timelines); first-line reference for policy owners. Not a source of legal advice, and not customer-facing.
Training data lineage
Not fine-tuned. Gemini 2.5 Pro on Vertex AI with retrieval over policy-procedure-corpus and product-catalogue, chunked and embedded in the Malaysia region and refreshed nightly from the policy repository. Prompt, retrieval settings and evaluation set are versioned in Vertex AI; evaluation uses 640 questions written and graded by policy owners.
Limitations & bias notes
Only as current as the last nightly refresh; policies approved during the day are not reflected until the next morning. Questions that need judgement across several conflicting documents are answered with both citations and a referral to the policy owner. Occasional over-long answers.
Ownership and sensitivity
Who approves access
No approval needed. Self-service: subscribe and use, logged for chargeback.
Built on by Contact Centre, Customer Analytics & CRM, Financial Reporting, Deposits & Wealth, Platform Engineering, Fraud Risk Management, Data Governance Office, Data Science, Regulatory Reporting.
Open to all staff. Aggregates, policy text, public series and synthetic data.
Self-service: subscribe and use, logged for chargeback.
- GenAI
- Generates text; prompt screening for customer data and output review apply.
Try it
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5.0(1)Details
- Updated
- 2026-07-24
- Latest version
- 1.4.0
- Licence
- Group Reuse
- Access
- Open to all BUs
- Framework
- Vertex AI Gemini
- Language
- English