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A fast-growing fintech startup was drowning in customer support tickets — 5,000+ daily queries with a 48-hour average response time. Their support team was overwhelmed, costs were spiraling, and customer satisfaction was plummeting.
Analyzed 2 years of support tickets to identify patterns and train a custom NLP model on domain-specific language.
Built a classification system that routes queries to the right resolution path — bot, FAQ, or human agent.
Integrated with their existing CRM, knowledge base, and ticketing system with zero downtime migration.
Deployed MLOps pipeline for ongoing model retraining as new query types emerge.