The Challenge
A digital fintech company was spending ₹40L/month on a 200-person customer support team, with 70% of queries being repetitive (balance enquiry, loan status, EMI dates). 85% of customers preferred digital support but abandoned after hitting IVR menus.
Our Solution
CodTeg built a multi-modal AI assistant using GPT-4 with RAG (Retrieval Augmented Generation) over the company's own policy documents and customer data. The bot handles chat, voice and WhatsApp — with escalation to human agents for complex cases.
Key Features Delivered
GPT-4 with RAG Architecture
Custom fine-tuned GPT-4 model with Pinecone vector search over 50,000+ company policy documents, FAQs and product manuals — factually accurate, no hallucinations.
Multi-Channel Deployment
Single AI engine deployed across Web Chat, WhatsApp Business API, Android/iOS app and phone IVR — consistent experience across all touchpoints.
Loan Application Processing
End-to-end digital loan application via chat — document collection, eligibility check, cKYC verification and sanction letter generation without human intervention.
Core Banking Integration
Secure API integration with the core banking system for real-time balance, transaction history, EMI schedules and account statement generation.
Multi-Language NLP
Supports English, Hindi, Marathi and Tamil with seamless language switching mid-conversation — serving customers across all major Indian markets.
AI Analytics Dashboard
Real-time dashboard showing query categories, resolution rates, escalation triggers, sentiment analysis and agent handoff performance.
Measurable Results
87%
Queries resolved without human
10k+
Messages handled daily
40%
Customer support cost reduction
<2s
Average bot response time
24/7
Availability (was 9am-6pm)
4.6★
Customer satisfaction score
"The FinBot handles more queries in one hour than our entire team used to in a day, and the accuracy is better. CodTeg delivered beyond expectations."
— Sameer Joshi, CTO, FinTech Startup
Technology Stack
GPT-4 API
Python 3.11
FastAPI
Redis
WebSocket
LangChain
Pinecone Vector DB
React
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