About
Conversational AI platform for a digital-first bank with 500K+ customers. UppLabs built a fine-tuned LLM with RAG over 10,000+ policy documents, handling account inquiries, disputes, loan pre-qualification, and card management. Result: 80% queries resolved automatically, response time cut from 12 min to 45 sec, 35% cost reduction — with SOC2 compliance and multilingual support (EN, ES, PT).
Challenge, approach, and impact
Legacy Support Infrastructure
The bank operated a traditional call center handling 500K+ monthly customer queries, resulting in 12-minute average response times, high operational costs, and inconsistent service quality across channels.
Unstructured Knowledge Base
Over 10,000 policy documents, compliance guidelines, and product FAQs existed in disparate formats with no unified retrieval mechanism, making it impossible to provide accurate, real-time responses at scale.
Regulatory Compliance & Data Security
Handling sensitive financial data required strict adherence to SOC2, GDPR, and banking regulations, with zero tolerance for hallucinations or incorrect financial advice delivered to customers.
Multilingual Customer Base
The platform needed to serve customers across English, Spanish, and Portuguese — maintaining consistent accuracy, tone, and compliance across all languages simultaneously.
How we built
Testimonials
M
Confidential
“"UppLabs delivered an enterprise-grade AI assistant that transformed how we serve our customers. The RAG architecture they built over our policy documents gave us confidence that every response was accurate and compliant. We went from 12-minute wait times to near-instant answers - and our support costs dropped by 35%." - Head of Digital, Confidential Bank“
Team structure
Client team
L
Product Owner
Project stakeholder
R
CTO
Project stakeholder
The client stakeholders were working closely with the team at UppLabs
Agency team
2 x ML Engineer
Production
2 x Backend Developer
Production
1 x Frontend Developer
Production
1 x QA Engineer
Production