LLM
AI-Powered Customer Support Chatbot
Award-Winning Chatbot Transforms E-Commerce Support An LLM-driven conversational agent that fields tier-1 inquiries, triages complex issues to live agents, and learns from every interaction. Deployed on web, mobile and social channels, it handles 24/7 support in six languages while maintaining brand voice and tone.
FINTECH
80+ people
2 years
UK
01.
Challenges
Extreme ticket volume during peak sales events
Inconsistent responses across multiple support channels
Aggressive deflection targets without harming customer satisfaction
Maintaining consistent brand voice and tone in six languages
02.
Solution
Organize a cross-functional agile team, deliver an MVP in 4 months via overlapping sprints, enforce strict backlog prioritization, and leverage CI/CD pipelines to meet the 9-month deadline.
Engage regulatory experts from day one, encapsulate EMI and MiFID II workflows in dedicated microservices, and expose a unified API façade to keep business logic license-agnostic.
Build a vendor-adapter framework with standardized request/response schemas, automate sandbox onboarding, run parallel integration sprints with clear SLAs, and implement end-to-end integration tests for all 30+ providers.
Adopt a cloud-native microservices architecture with containers and infrastructure-as-code, include horizontal autoscaling and feature flags, and perform periodic load testing to ensure seamless future growth.
OUR INPUT
Prompt engineering & intent modeling
Data annotation & domain adaptation
Fine-tuning the LLM on support conversations
Retrieval-augmented generation integration
Multi-turn context management
Multilingual prompt localization
Safety/fallback logic & escalation triggers
Active learning loop & drift monitoring
Business Analysis
Project Management
RESULT
We're proud of being instrumental to our clients success and sure that stable and flexible solution will assure stable growth in the future.
Our FeaturesApp Functionality
Active learning loop & drift monitoring
Safety/fallback logic & escalation triggers
Multilingual prompt localization
Multi-turn context management
Retrieval-augmented generation integration
Fine-tuning the LLM on support conversations
Data annotation & domain adaptation
Prompt engineering & intent modeling
Conversational UI/UX design
What we offersHOW WE DID IT
Technologies we used
Creation Process
Initial Research & Team Structuring
- Analyzed support logs, peak‐event ticket spikes, and existing channel workflows to identify high-impact use cases.
- Defined success KPIs: deflection rate, first-response time, CSAT.
- Assembled a cross-functional team of LLM engineers, conversational designers, data scientists, and support SMEs.
Defining Intents, Entities & Dialogue Flows
- Mapped top 50 customer intents (e.g. order status, returns, technical issues) and extracted required entities (order numbers, dates).
- Designed multi-turn conversation trees and fallback “hand-off” points for escalations.
- Validated flows with real agents to ensure natural language coverage and error recovery.
Defining Intents, Entities & Dialogue Flows
- Mapped top 50 customer intents (e.g. order status, returns, technical issues) and extracted required entities (order numbers, dates).
- Designed multi-turn conversation trees and fallback “hand-off” points for escalations.
- Validated flows with real agents to ensure natural language coverage and error recovery.
Data Pipeline & Model Development
- Curated and anonymized 100K historical chat transcripts; annotated intents, slots, and sentiment.
- Fine-tuned the LLM on this domain data and built a retrieval-augmented layer tapping into FAQs and live product catalogs.
- Established CI/CD pipelines for continual micro-tuning and automated regression tests on new model versions.
Integration & Deployment
- Implemented a backend microservice with a unified API to connect the LLM to all channels (web widget, mobile app, social DM).
- Deployed on Kubernetes (AWS EKS) with auto-scaling to handle peak loads.
- Rolled out a phased pilot in one region, then executed a full six-language global launch via feature flags.
Monitoring, Feedback & Continuous Improvement
- Instrumented real-time dashboards tracking intent accuracy, response latency, and escalation rates.
- Set up active-learning pipelines: low-confidence chats flagged for annotation and weekly micro-tuning.
- Conducted quarterly UX reviews with support agents to refine prompts, expand the intent taxonomy, and optimize hand-off logic.
Contact UsAccelerate Your Business with LasyaAitech
Partner with our expert software development team to bring your vision to life. Delivering innovative solutions and ensuring your project’s success every step of the way!
What are the key benefits of partnering with LasyaAitech?
We provide end-to-end software development services, from initial concept to deployment. Whether it's web development, mobile apps, or integrating cutting-edge technologies like AI, our solutions are tailored to your unique business needs, ensuring high performance, scalability, and exceptional user experiences.
How does your software development process work?
We follow a structured approach, starting with an in-depth consultation to understand your requirements. Our team then drafts a clear project roadmap, ensuring transparency and regular updates throughout development. From prototyping to testing and deployment, we work collaboratively to bring your vision to life.
Can LasyaAitech help us scale our existing software or migrate to new technology?
Absolutely! We specialize in upgrading existing systems, improving performance, and enabling seamless migration to modern technologies. Our team ensures minimal downtime and a smooth transition tailored to your growth objectives.
Why should I choose LasyaAitech over other software development companies?
With a proven track record of delivering successful projects like MailBluster and ThemeWagon, we combine technical expertise with a client-first approach. Our agile methods and attention to detail ensure we exceed expectations and deliver measurable results.
How do you ensure the security and scalability of your solutions?
We prioritize security at every stage of development, implementing industry-best practices to protect your data and systems. Our solutions are designed to be scalable, allowing your business to grow without limitations, ensuring long-term success.
