Financial Services · Global Payments Processor
A RAG support copilot that cut resolution time from 11 minutes to under 2
The Challenge
Support specialists were manually searching dozens of policy documents, runbooks, and ticketing systems to resolve each case, driving average handle times above 11 minutes.
Answers drawn from stale or conflicting sources created hallucination and regulatory-compliance risk in a heavily audited environment.
Our Approach
Built a governed RAG pipeline over a unified vector store, with source-grounded citations and confidence thresholds so the model abstains rather than guesses.
Deployed low-latency inference on vLLM with quantized weights, and layered PII masking plus an LLM-as-judge evaluation harness for continuous quality and compliance monitoring.
“For the first time our agents trust the assistant's answers — and so does our compliance team. It reads the policy, cites the source, and knows when to defer.”
Capabilities Deployed
Illustrative engagement. The client is an anonymized industry archetype and figures reflect typical outcomes and published industry benchmarks.