Zenith FinTech: Deflecting Support Tickets via Custom AI Chatbot Development
The Challenge
London-based financial platform Zenith FinTech experienced rapid growth, leading to an overwhelming volume of customer inquiries regarding transaction histories, account limits, and compliance forms. Their support desk was backlogged, and response times lagged, leading to client dissatisfaction.
The Engineering Solution
Webx Horizon functioned as the primary ai chatbot development company to build a secure, integrated support assistant:
1. RAG Database Grounding: We configured a PostgreSQL database cluster with vector matching to search and retrieve security policy files instantly, preventing model hallucinations.
2. Secure Transaction APIs: The chatbot was connected securely to Zenith's internal transaction ledger, allowing verified users to ask about their balances and transaction states directly inside the chat.
3. Decoupled Client Dashboard: We built a custom dashboard using React, letting support agents take over complex conversations cleanly.
The Results
* Average Query Latency: The custom-engineered RAG pipeline processed inputs in less than 40ms.
* Ticket Deflection Rate: The chatbot resolved 78% of customer support requests without human intervention, leading to a 190% deflection rate increase.
* Portal Initial Load Time: The chat interface maintained a low load speed of 0.28 seconds.