Leading Fintech Company
A fintech operations team needed safe AI agents for tier-1 support without losing auditability or control. AZRUT embedded engineers to design workflows, connect CRM tools, and launch a monitored pilot with clear human handoff.
Support queues were growing faster than the team could hire. Routine tickets tied up specialists on balance checks, status updates, and password resets while complex cases waited in line. Leadership needed agentic workflows that could use CRM and policy context safely, produce audit-ready logs for regulators, and hand off to humans with full conversation history instead of a generic chatbot that guessed at answers.
AZRUT embedded a cross-functional squad to design intent-based agents with tool use, retrieval over approved knowledge bases, and hard guardrails on what each agent could read or change. We integrated the helpdesk and CRM, ran a phased pilot with human-in-the-loop review, and delivered monitoring so operations could tune deflection without sacrificing compliance or customer trust.
The fintech team rolled out agentic tier-1 support that deflects a large share of routine volume while keeping humans accountable for edge cases. First response times dropped, agents and supervisors share one audit trail, and escalation paths preserve full CRM context so specialists resolve complex issues faster without customers repeating themselves.
Implementation Process
The development sprints are the key to the success of the project. They are the milestones that we follow to ensure the project is on track and to the satisfaction of the client.
Technology Stack
We choose technology based on product needs, delivery speed, scalability, security, and maintainability
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