Xchange App
Customer Support Automation
Overview
Xchange was facing a surge in customer support tickets following the rollout of its new mobile app. Manual triage slowed response times and left support agents overwhelmed with repetitive questions about onboarding, card activation, and transaction issues. Orchidea implemented a Human-in-the-Loop Support Orchestration System, integrating conversational AI, workflow automation, and live-agent escalation logic allowing the fintech app to handle thousands of requests per day without compromising accuracy or empathy.
Client:
Xchange
Year:
2025
Category:
Fintech
/
Customer Support
Location:
Russia
The Challenge
Support volume tripled post-launch, with average response times exceeding 18 hours.
Agents were spending 60% of their time on routine queries easily solvable via self-service.
Escalation paths were unclear, leading to missed SLAs and inconsistent resolutions.
Compliance teams required auditable logs of all automated interactions.
The Solution
Orchidea built a hybrid orchestration layer that connected the chatbot, CRM, and ticketing system through an intelligent rules engine:
Intent-Based Routing — The AI model classified messages into 40+ intents (e.g. “card activation,” “KYC issue”) and routed them to either automation or human review.
Dynamic Escalation Triggers — Sensitive or high-value cases (e.g. verification failures, refund disputes) triggered instant HITL handoffs with full context passed to the agent.
Knowledge Syncing — AI continuously learned from resolved human cases to improve future responses while keeping all actions auditable.
Integrated Feedback Loop — CS managers could review edge cases, tag false positives, and update escalation logic without developer input.
This system turned fragmented support into an intelligent, compliant, always-on customer experience.
The Result
Within 60 days, Xchange's support operation transformed from reactive and manual to proactive and data-driven.
