LLM & GenAI · Fintech
Support assistant that answers 72% of tickets
A Series B payments company needed to cut its support load without hurting CSAT. Two of our AI developers built a RAG assistant over their help center and transaction data.
The team indexed three years of support tickets and product docs into a retrieval layer, then connected it to a guarded LLM pipeline that was scoped to answer only from verified sources.
01
Discovery
Audited ticket volume by category and flagged the 40% that were repetitive, answerable questions.
02
Build
Shipped a RAG pipeline over the help center, transaction logs and past resolved tickets.
03
Validation
Ran the assistant in shadow mode against live tickets for two weeks, tuning it for hallucination-free answers.
04
Rollout
Enabled auto-resolution for high-confidence categories, with a human handoff path for the rest.
Within six weeks the assistant was live in production, resolving most routine tickets without any drop in CSAT.
72%
tickets auto-resolved
6 wks
to production