PayPal boosts AI assistant accuracy to 95% using knowledge layer

PayPal reports that its internal AI question-answer assistant increased accuracy from 43% to 95% without changing its underlying large language model. The company achieved this by introducing a separate knowledge layer containing business definitions, analytical playbooks, and golden queries, keeping the domain expertise model-agnostic. Additionally, PayPal utilizes workflow controls and memory structures to manage agentic tasks while relying on human verification for critical decisions. Open article →