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AI-powered customer support for a fintech startup
A fast-growing Indian fintech was drowning in customer support tickets. We built a conversational AI system that handles 70% of queries autonomously while maintaining a 4.6/5 customer satisfaction score.
70%
Queries handled by AI
The Challenge
This fintech company was growing rapidly — 10x user growth in 18 months — but their support team couldn't scale at the same pace. Response times had ballooned to 48+ hours, CSAT scores were dropping, and hiring fast enough wasn't feasible. They needed an AI solution that could handle the volume without sacrificing the quality of support their users expected.
Our Approach
We built a conversational AI system using LLMs with retrieval-augmented generation (RAG) connected to their knowledge base, policy documents, and transaction systems. The bot was deployed across web chat and WhatsApp — their two highest-volume channels. We designed a confidence-based routing system: high-confidence queries are resolved autonomously, medium-confidence queries get AI-drafted responses reviewed by agents, and complex queries are escalated with full context. The system was trained on 6 months of historical tickets and continuously improved with agent feedback loops.
The Results
What we delivered.
70% automation
Of all support queries handled without human intervention
4.6/5 CSAT
Customer satisfaction maintained despite automation
< 30 seconds
Average first response time, down from 48+ hours
3x capacity
Support team handles 3x volume with the same headcount
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