The Challenge
NovaBank was experiencing hyper-growth, onboarding 10,000 users per week. Their support team was drowning in repetitive queries about account verification, transaction limits, and card freezing.
Wait times hit 48 hours. Customer satisfaction (CSAT) scores were dropping. They needed a solution that could scale instantly without hiring 50 new agents.
System Architecture
How we engineered the solution.
RAG Knowledge Base
We indexed the bank's entire compliance PDF library into a Pinecone Vector Database. This allows the AI to retrieve factual, legally compliant answers in milliseconds, eliminating hallucinations.
Action Engine
FinBot isn't just a chatbot; it has hands. Using LangChain Tools, we connected it to the bank's internal API. It can securely reset passwords, freeze cards, and upgrade plans upon user request.
Sentiment Routing
A lightweight NLP layer analyzes user sentiment in real-time. If frustration is detected, the conversation is instantly handed off to a human manager with a full context summary.
Mission Outcomes
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