Project Overview
A UK FinTech company with 180,000 customers was spending £840,000/year on a 45-person customer service team, p...
Technology Stack
Compliance & Standards
The Challenge
A UK FinTech company with 180,000 customers was spending £840,000/year on a 45-person customer service team, primarily answering the same 30 questions. Average resolution time: 6.2 minutes per query. FCA Consumer Duty required them to evidence good customer outcomes and accessible support — their existing ticket system provided no outcome monitoring.
Our Approach
Architecture
FastAPI backend, RAG (Retrieval-Augmented Generation) with Claude 3.5 Sonnet API, Pinecone vector database for knowledge base, Next.js chat interface, PostgreSQL for conversation logging, AWS eu-west-2.
AI responses filtered through a compliance layer that detects
- regulated advice patterns (flagged for human review), vulnerable customer signals (triggered to human agent immediately), and Consumer Duty outcome monitoring (satisfaction tracked post-resolution).
- No AI response delivered as regulated financial advice without human review.
UK GDPR Article 22
- Automated decision-making disclosure in the chat interface.
- Human escalation pathway available on every interaction.
- ICO AI guidance (2023) review completed before launch.
- DPIA for AI processing of financial query data.
Feature flags
- 10% of queries → 30% → 60% → 80% (20% always human).
- Parallel monitoring for 6 weeks before full rollout.
The Results
80% of customer queries now resolved by AI (previously 0%).
Average resolution time: 47 seconds (from 6.2 minutes).
Customer satisfaction: 4.1/5 (up from 3.7/5).
Annual customer service cost reduction: £420,000.
FCA Consumer Duty outcome monitoring dashboard launched — evidencing 94% good outcome rate to FCA auditors.
“The compliance layer Clickmasters built around the AI was exactly what we needed — the FCA Consumer Duty requirements were a first-class concern, not an afterthought. We can evidence good customer outcomes in a way we never could with the old system." — Chief Customer Officer, UK FinTech (name withheld)”
Project Details
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