B2B Payment Platform — Support Quality + L1 Bot
RAG-powered support for P2P and card operations
B2B payment platform, P2P transfers and card business
Problem
Support tickets were piling up faster than the team could clear them. Roughly a third of inbound questions were repeats of things already answered, and response quality varied wildly between agents.
Solution
Analysed 1000+ historical tickets for classification, sentiment and resolution time, built a RAG layer over the knowledge base, and shipped a Telegram L1 bot for FAQ, payment statuses and common troubleshooting. A scoring layer compares agent answers to the best-in-class response pattern.
Impact
MVP processing real client data, scoped and signed.
- 1000+ tickets cleaned, classified and templated (200+ FAQ templates)
- Median resolution time 2h, p95 at 8h
- Repeat-question rate reduced from 30% to 28%
- L1 bot target: 40% of queries handled without a human
Stack
Client details are anonymised where disclosure was not authorised. Metrics are either directly measured or clearly marked as targets in the project log.
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