AI-Powered Customer Service Assistant

What we enabled?

• Automated responses for FAQs across chat, voice, and WhatsApp.

• Personalized recommendations based on customer history. 

• Multilingual support to improve accessibility. 

• Escalation workflows to human agents when needed. 

How we did it?

• Built GenAI models fine-tuned with bank FAQs and policies. 

• Integrated RAG pipelines with customer account and transaction data. 

• Deployed across channels (web, app, WhatsApp, IVR). 

• Embedded human-in-the-loop for compliance and sensitive cases. 

  
  

Tech Stack

• LLMs (OpenAI/Anthropic), LangChain

• RAG pipeline + Vector DB

• Twilio/Infobip for channels

• AWS Bedrock, Lambda

What we achieved?

• 30–40% reduction in call center volume

• 25% faster query resolution

• +20% customer satisfaction (CSAT uplift)

• 15% improvement in first-contact resolution