Our customer is a European FinTech corporation, a provider of global digital payment solutions. The company was looking to improve its customer support processes, with the focus on email support, by reducing the cost via AI-powered automation, as well as decreasing response time. We started developing customer support automation solution for them in 2019 and have been working together since then.Two key features of the delivered solution include:1. Automatic intent recognition of the incoming customer emails and the messages received through the company’s support portal;2. Automatic fulfilment of the selected subset of recognized customer requests and logging of all automated decisions into Salesforce CRM.The developed AI-based CSA system also includes a customer service chatbot integrated into the company’s support portal.TechnologiesThe microservice approach has provided us with flexibility when choosing programming languages and platforms. Due to our specific needs, we chose the following technologies:1. Python – AI microservices. Python is a de-facto standard language for Artificial Intelligence and data science, plus it has a large set of general-purpose libraries available that hallowed a smooth integration with other microservices2. C#/.NET Core – infrastructure and business-logic microservices. C# and .NET are ideal for enterprise, providing a vast set of tools for integration with enterprise software.
