mateenkp/im-bank-kenya-knowledgebase

I&M Bank Kenya AI Chatbot Knowledgebase (Private) # I&M Bank Kenya — AI Chatbot Knowledgebase > **Document version:** 1.0 > **Compiled:** 6 May 2026 > **Source:** Public content from imbankgroup.com > **Owner:** I&M Bank Limited (Kenya) — for use by KatiCRM AI Assistant This repository contains the complete AI chatbot knowledgebase for I&M Bank Kenya. ## 📚 Contents - **KNOWLEDGEBASE.md** — Full operational document (9,000+ lines) - **OPERATING_RULES.md** — Chatbot behavior & anti-hallucination rules - **CONTACTS.md** — 24/7 contact information & escalation - **PRODUCTS.md** — Product summary guide - **FAQS.md** — Comprehensive FAQs by category - **ESCALATION.md** — Out-of-scope topics & escalation matrix ## 🏦 Quick Contact - **Call Centre:** +254 20 322 1000 | +254 719 088 000 - **Toll-Free:** 0800 721 088 (card enquiries) - **Email:** customercare@imbank.co.ke - **Website:** imbankgroup.com ## 📱 Digital Channels - **I&M On The Go (OTG):** Mobile app & web banking - **i-Click:** Internet banking (retail & corporate) - **M-PESA Xpress:** Pay bills & transfer via M-PESA - **I&M FX Direct:** Online FX trading platform ## 🚀 How to Use This Knowledgebase 1. **For chatbot developers:** Use `KNOWLEDGEBASE.md` as the primary knowledge source 2. **For escalation guidance:** Reference `ESCALATION.md` for out-of-scope queries 3. **For contact routing:** Use `CONTACTS.md` with `OPERATING_RULES.md` 4. **For quick product info:** Check `PRODUCTS.md` and `FAQS.md` ## ⚠️ Key Operating Principles - ✅ **Only answer using information in this knowledgebase** - ✅ **Always recommend verification for rates, fees, eligibility** - ❌ **Never give financial, legal, or tax advice** - ❌ **Never request sensitive info (PINs, OTPs, card numbers)** - 🚨 **Immediate escalation for fraud/security issues** --- **Maintained by:** KatiCRM AI Assistant Development **Last Updated:** 6 May 2026 **License:** Internal Use (Content sourced from I&M Bank public website)