Autonomous AI support system
AI Support Automation · LLM · Quality Assurance · Helpdesk Integration
The client
A licensed European iGaming operator with more than 500 employees and a high monthly volume of player support requests, operating under strict GDPR and internal data-security requirements.
Challenge
Support demand grew alongside the business, forcing the company to scale headcount to maintain service levels. At the same time, conversation quality was checked manually on only a small share of cases, leaving QA coverage inconsistent and support performance hard to see.
Scope & features
- Autonomous AI support handling
- Player request automation
- AI conversation quality scoring
- Helpdesk integration
- Privacy-first deployment
- GDPR-compliant data processing
- Automated QA monitoring
- Escalation to human agents
- Support performance analytics
Solution
Built an autonomous AI support layer that handles routine player requests, scores conversations automatically and runs within the client's infrastructure to keep sensitive data protected.
Outcome
Conversation QA accuracy rose from 66% to 91% and review coverage from 2% to 25%, letting the support function scale with far less dependence on additional headcount.
Tech stack
- Python
- Node.js
- OpenAI API
- LangChain
- PostgreSQL
- Redis
- REST API
- AWS
66→91%
conversation QA accuracy
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