Our Solution
Built a custom AI support agent trained on the product's documentation, historical tickets, and knowledge base — integrated directly into the in-app chat and email support channel.
We built the chatbot using a RAG (Retrieval-Augmented Generation) architecture so the AI answers are grounded in the company's actual product documentation — not general LLM knowledge. We ingested 4,200 support docs, 18,000 historical resolved tickets, and 6 product video transcripts into a vector database.
The bot handles tier-1 inquiries (how-to questions, error lookups, billing questions, account changes) automatically. For tier-2 issues, it drafts a suggested response and routes to a human agent with full context, reducing agent handle time even on escalations.
A/B testing over 30 days showed the AI responses had higher CSAT scores than human agents for tier-1 inquiries — customers preferred instant accurate answers over waiting for a human reply.
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