AI Customer Support Chatbot for Fintech Startup

Objective

Deploy an intelligent AI chatbot to handle the majority of customer support inquiries, reduce response times, and free up the human support team for complex cases.

The Challenge

The startup was growing rapidly with 300% annual user growth, but the 5-person support team couldn't keep up. Average response time was 4+ hours, CSAT scores were dropping, and hiring enough support agents wasn't financially viable.

Our Solution

We built a custom AI chatbot using GPT-4 with fine-tuning on the client's knowledge base, integrated with their existing support platform. The bot handles account inquiries, transaction questions, and troubleshooting, escalating only complex cases to human agents.

Our Approach

Analyzed 6 months of support ticket data to identify the top 100 inquiry patterns. Built a retrieval-augmented generation (RAG) system with the client's documentation. Deployed with a phased rollout — starting with simple FAQs, then adding transaction-related capabilities.

Technologies Used