The client is a fintech company delivering digital payment and financial service solutions with a strong focus on mobile-first platforms and emerging markets. Its technology enables electronic transactions, mobile money services, and digital wallets, supporting consumers and enterprise partners in building secure, accessible financial ecosystems at scale.

As the user base and transaction volumes grew rapidly, customer support became a critical operational pillar. Managing increasing inquiries across multiple channels while maintaining speed, accuracy, and service consistency was essential to sustaining growth, strengthening user trust, and supporting long-term business expansion.

• Deployment of a 24/7 AI agent support layer: An intelligent front layer was introduced to handle customer requests via both text and voice, enabling continuous support without full dependency on human availability.
• Implementation of a multi-agent architecture: Specialized AI agents were assigned to different functions such as answering FAQs, querying databases, processing documents, and handling business logic, significantly improving accuracy and scalability.
• Direct integration with the internal ticketing system: Requests that could not be fully automated were instantly converted into structured tickets with full context and classification, eliminating manual ticket creation and reducing handling time.
• Human-in-the-loop operational model: AI handled the majority of repetitive and low-complexity cases, while complex issues were seamlessly routed to human agents with pre-processed information and response suggestions.
• Performance monitoring and optimization dashboard: A centralized dashboard enabled real-time tracking of system performance, issue trends, and agent efficiency, supporting continuous optimization without heavy technical configuration.