FinTech · NexGen Financial
NexGen AI Assistant
NexGen needed to scale support and internal knowledge access without growing headcount at the same rate as their customer base.
40hrs
Saved per week
68%
Tickets auto-resolved
4.6/5
Customer satisfaction
3min
Avg. response time
01The Problem
Support tickets were growing 30% quarter over quarter, response times were slipping, and internal teams spent hours searching scattered documentation for policy answers.
02Research
We audited 3 months of support transcripts, categorized intents, and identified the highest-volume, most-automatable request types alongside compliance constraints.
03Design
We designed a multi-agent architecture: a customer-facing assistant for tier-1 support, and an internal agent for policy and knowledge-base lookup, both with human handoff paths.
04Development
Built with a RAG pipeline over NexGen's knowledge base, tool-use for account lookups, and guardrails for compliance-sensitive topics, deployed with full conversation monitoring.
05Results
The assistant now resolves the majority of tier-1 tickets autonomously, freeing the support team to focus on complex cases and saving an estimated 40 hours per week.