Company

AI-powered Customer Support Automation for European FinTech Corporation

Our customer is a European FinTech corporation, provider of global digital payment solutions. The company was looking to improve its customer support processes, with the focus on email support, by reducing the cost via AI-powered automation, as well as decreasing response time. We started developing customer support automation solution for them in 2019 and have been working together since then.

 

Solution

 

We defined key requirements for the AI-driven customer support automation system: 

1. To automatically recognize and categorize the intents of the incoming customer emails; 

2. To allow the automatic fulfillment of the outlined subset of recognized customer requests.

 

Because not all customer requests could be fulfilled automatically, some of them were just labeled with the correct category and sent to an appropriate customer support agent. For the subset that could be fulfilled, the system had to include an AI chatbot, that would confirm the customer’s intent to change specific data, and UI forms to enter the data. 

 

An additional set of requirements included the following points:

  • All of the automated decisions had to be logged in the CRM (Salesforce in our particular case).
  • The data change couldn’t be applied automatically and always had to be approved by a human agent.
  • The chatbot and the UI forms had to also be integrated into the company’s self-service portal, so the email was not the only entry point.
  • The client should have been authenticated before submitting a data change request.
  • For privacy reasons, the automation system shouldn’t have stored any data, but rely on the CRM and the company’s back-office system instead.

 

Results

The selected microservice approach and the technologies used for deployment of the customer support automation system allowed us to build a reliable, secure, and scalable cloud-based solution that helped our client reduce customer support costs while simultaneously increasing the overall customer satisfaction levels due to ensuring timely customer service.


 

Release Date
2019-01-01
Duration
24 months
Customer
German FinTech corporation

Industries
Banking | Financial services | FinTech
Services
Development / Web | Customer support | Cybersecurity & Data Protection | Artificial Intelligence | Software Quality Assurance | Project Management | Data Annotation | IT Consulting | Design / Web Apps | Design / Mobile Apps | Digital Banking
Technologies
.NET / Core (5.x) | Python | Cloud / AWS | ERP / Salesforce (Apex) | Elasticsearch | Redis | RabbitMQ | Kubernetes | Docker