Business Impact
- 11 point CSAT improvement within 90 days.
- 28% reduction in average handle time (AHT) for assisted chats.
- 37% containment (deflection) rate without quality degradation.
Challenge
Legacy FAQ bots delivered shallow intent coverage and brittle flows. Compliance controls required rigorous redaction, model version traceability and response grounding to internal knowledge sources.
Solution
- Hybrid intent routing (classification + semantic similarity) selects orchestration path.
- Retrieval augmented generation (RAG) with vector search over curated knowledge packs.
- Policy filtering & prompt hygiene enforcing allowed content and PII scrubbing.
- Human handoff trigger on confidence / sentiment thresholds.
- Continuous evaluation harness measuring factuality, safety, latency.
Architecture Highlights
- Containerized micro frontends for agent console & analytics.
- Vector database + metadata filters for domain scoping.
- Prompt template registry & versioned experiment tracking.
- Observability: latency, retrieval breadth, hallucination flags.
Outcomes
Platform established reusable orchestration components and governance patterns enabling rapid onboarding of 14 new customer journeys in 6 months.