Customer story · Field operations
An ATM servicing company
A field-support assistant for an ATM servicing company
Bank-scoped, multilingual, grounded procedure guidance. Technicians ask in their own language and get answers from the right bank's documents, with the source cited.
Executive summary
The situation
Technicians support banks with different manuals and replenishment procedures. A passage is useful only if it belongs to the right bank and can be checked at its source.
What was built
Grounded retrieval searches bank-scoped manuals and procedures, with OCR for scans. Technicians ask in their own language and receive cited answers, or a clear response when the corpus contains no answer.
Why it matters
Makes guidance easier to access while keeping scope and verification visible. The assistant supports the technician’s work rather than inventing a procedure to fill gaps in the documents.
- Primary users
- ATM field technicians
- Core systems/data
- Operator manuals and bank-specific procedures
- Human control point
- Cited guidance and a no-answer boundary
- Nexus role
- Scoped retrieval, OCR and grounded answers
The challenge
Many banks, many manuals, one technician.
A technician serving several banks cannot assume that a procedure transfers between them. Manuals and cash-replenishment instructions differ, and some relevant material is scanned rather than readily searchable.
Guidance therefore had to come from the relevant bank’s documents and show its source. A fluent generic answer would not address the problem, particularly when the manuals do not contain the requested instruction.
What we built
A retrieval-grounded assistant for the field.
The assistant searches manuals and procedures through retrieval scoped to the relevant bank. Technicians ask in their own language, and OCR fallback makes scanned manuals searchable alongside native documents. Bank context comes before answer generation: a fluent response from another bank’s instructions would miss the point.
Answers cite the source so the technician can inspect the underlying procedure. If the corpus has no answer, the assistant says so. That limit is part of its usefulness, not something to conceal. The task is to connect a question to the documented procedure, rather than always produce a plausible response.
How the workflow runs
Step by step.
01
Ask
A technician asks a question in their own language. The search is limited to the relevant bank's documents.
02
Retrieve
Matching passages are found in manuals and procedures, including scanned ones. The assistant answers and cites the source document.
03
Say when it does not know
If the corpus has no answer, the assistant says so.
What the business team sees
A chat built for technicians.
Technicians ask through chat and see the cited document behind a response. Bank scoping keeps the conversation tied to the relevant procedures. The interface also makes missing knowledge visible through a clear no-answer response instead of disguising it as confident guidance.
- Questions in the technician's language
- Bank-scoped answers
- Source citation per answer
- Scanned manuals searchable
- Clear no-answer responses
How Nexus works underneath
Retrieval is scoped before the answer is written.
Nexus connects language handling, bank-scoped retrieval and cited answers. OCR brings scans into the same searchable corpus. The document base remains the knowledge boundary: a gap in the manuals is not an invitation for the assistant to invent a missing instruction.
Architecture
How the layers fit together.
Business team
Technician chat
Multilingual questions · cited answers
Nexus orchestration
- 01Language handling
- 02Bank scoping
- 03Grounded retrieval
- 04OCR fallback
- 05Cited answer
Connected systems and data
- Operator manuals
- Bank-specific procedures
- Scanned documents
Human control and audit
Answers you can check.
Every answer cites its source, so a technician can verify the procedure. When the corpus does not cover a question, the assistant says so instead of inventing a response.
What this changes
Bank context stays attached. Guidance comes from the relevant document set rather than a mixed library.
Language is less of a barrier. Technicians ask in their own language while retaining citations.
Limits are visible. A no-answer response distinguishes missing documentation from supported guidance.
Your process
Discuss a similar workflow
Tell us about the documents, systems and decisions involved. We will discuss where Nexus orchestration fits and where your team stays in control.