AI-Powered Customer Support for FinTech Startup

Background

PayFlow is a Series A fintech startup processing payments for 10,000+ small businesses. Their support volume was growing 20% month-over-month.

The Challenge

• 500+ tickets/day, growing fast
• 6-hour average response time
• 4-person support team at capacity
• Common questions repeated daily

Our Approach

Week 1: Discovery + Build

1. Knowledge Base Indexing: Ingested 200+ help articles into a vector database
2. Intent Classification: Built a classifier to route queries
3. Response Generation: Claude-powered responses with source citations
4. Escalation Logic: Confidence-based routing to human agents

Architecture

Customer Message
    ↓
Intent Classifier
    ↓
┌─── High Confidence ──→ AI Response + Sources
│
└─── Low Confidence ───→ Human Agent + AI Context

Results

After 30 days in production:

• 73% auto-resolution rate (no human needed)
• < 30 second average response time
• 4.6/5.0 customer satisfaction
• 60% cost reduction in support operations

Tech Stack

• Next.js frontend widget
• Claude 3.5 Sonnet for generation
• PostgreSQL + pgvector for RAG
• Cloudflare Workers for edge deployment