← All case studiesAI & Automation · Helios FinServ
Automating support with a production LLM assistant
Helios faced rising support volume. We built a grounded LLM assistant that resolves the majority of tickets while keeping humans in the loop.
62%
Tickets auto-resolved
3.1x
Faster response
38%
Lower support cost
4.7/5
CSAT maintained
The challenge
Growing ticket volume, long response times and inconsistent answers were hurting customer satisfaction and inflating support costs.
Our solution
We built a retrieval-grounded assistant connected to their knowledge base and CRM, with confidence thresholds, human handoff and full auditability.
How we did it
1
Assess
Analyzed ticket data to find automatable intents.
2
Prototype
Validated a grounded assistant on top intents.
3
Integrate
Connected CRM, KB and handoff workflows.
4
Govern
Added evaluation, monitoring and guardrails.
Technologies
PythonLangChainOpenAIVector DBNext.jsAWS
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