Autonomous support agents
A multi-agent customer support chatbot, with specialised bots for tracking, support and payments, that automates repetitive queries and frees the team for complex issues.
The brief
As the platform's customer base grew, its support team was overwhelmed by repetitive queries, inconsistent tracking data across systems, and limited multilingual support, leaving little time for complex issues that genuinely needed a human.
They needed an AI support layer that could handle simultaneous, personalised conversations, give accurate tracking answers from live data, and support customers in the languages they actually use.
- Automate repetitive customer queries.
- Handle many simultaneous, personalised conversations.
- Give instant, accurate tracking updates from live data.
- Support multiple languages, including Hinglish.
- Handle payment and customer data securely and compliantly.
- Free the human team for complex issues.
Our AI-native approach
We built a multi-user chatbot architecture with session memory, so each customer gets a simultaneous, personalised conversation. Behind it, specialised AI helper bots for tracking, support and payments work together to resolve queries.
Real-time smart search pulls live data for instant, accurate tracking updates, and multilingual support (including Hinglish) is paired with secure, compliant payment and data handling.
What we built
Multi-user chatbot
Session memory supports simultaneous, personalised conversations.
Tracking bot
A specialised helper bot answers shipment-tracking questions.
Support bot
A specialised helper bot handles general support queries.
Payments bot
A specialised helper bot handles payment queries securely and compliantly.
Real-time smart search
Live data retrieval delivers instant, accurate tracking updates.
Multilingual NLP
Customers are supported in multiple languages, including Hinglish.
How we built it
The architecture separates concerns: a conversation layer with session memory, and specialised helper bots for tracking, support and payments that work together behind it.
Grounding tracking answers in live data retrieval addressed the inconsistent tracking data customers had been seeing across systems.
How it works
- Step 01
Converse
The chatbot holds a personalised session with each customer.
- Step 02
Route
The query goes to the right helper bot: tracking, support or payments.
- Step 03
Retrieve
Real-time search pulls live data for the answer.
- Step 04
Respond
The customer gets an answer in their language, including Hinglish.
- Step 05
Escalate
Complex issues remain with the human support team.
Conversational AI with session memory keeps each conversation personalised, while multi-agent helper bots specialise by task so tracking, support and payment questions are each handled by a bot built for them.
Real-time data retrieval grounds tracking answers in live data, and multilingual NLP (including Hinglish) widens the customers the system can serve.
The impact
65% of repetitive tasks automated.
40% faster response times.
30% increase in customer satisfaction.
An estimated ROI of 40–45% within 12 months through reduced support costs and higher query capacity.
Technology stack
Related services: AI Agent Development, RAG Development, Multi-Agent System Development.
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