Conversational UX for GenAI-Enabled Support Systems

Conversational UX with GenAI for Real-Time Support Systems

Overview

A leading global financial services provider, operating across banking, insurance, and wealth management, faced mounting pressure to modernize its customer support systems. Despite investments in digital channels and AI chatbots, the organization struggled to deliver a truly conversational UX that felt intuitive, real-time, and context-aware. The absence of GenAI-powered systems limited their ability to provide personalized, seamless interactions, leaving customers frustrated and support teams overwhelmed.

Client Background and Challenges

The client’s support ecosystem was fragmented across multiple platforms—web, mobile, IVR, and email—with inconsistent user experiences and limited automation. Customers frequently encountered rigid decision trees, irrelevant responses, and long wait times. Internally, support agents lacked real-time assistance, leading to high handling times and low first-contact resolution.

DeltaDot AI’s Approach

DeltaDot AI proposed a Conversational UX Transformation Framework built on GenAI and LLMs, designed to unify customer support across channels, augment human agents, and deliver personalized, compliant, and intuitive experiences.

Conversational Intelligence Layer

1. GenAI-powered virtual assistants capable of understanding natural-language, context and sentiment.

2. Retrieval-Augmented Generation (RAG): Models for accurate, real-time responses.

Agent Augmentation Layer

1. Agent Copilot interface providing real-time suggestions, summaries, and compliance prompts

2. Contextual knowledge retrieval from enterprise repositories.

UX Orchestration Layer

1. Unified conversational design system for consistent experiences across web, mobile, and voice.

2. Accessibility and inclusivity features for diverse user groups.

Solution Highlights

DeltaDot AI’s approach to conversational UX was rooted in human-centered design, GenAI innovation, and enterprise-grade integration.

Key highlights include:

AI-Optimized Infrastructure: Migrated core workloads to a hybrid cloud setup with GPU-enabled clusters for high-performance model training.

Elastic Scalability: Enabled auto-scaling of compute resources based on workload intensity, reducing idle costs by 40%.

Real-Time Insights: Deployed real-time inference engines for fraud detection and portfolio risk analysis, reducing latency by 60%.

Governance Automation: Integrated policy-as-code frameworks to ensure continuous compliance across environments.

Scalable Governance and Risk Management

DeltaDot AI ensured that the GenAI-powered support system adhered to the highest standards of security, compliance, and ethical AI governance.

Introduced a collaborative governance framework for faster decision-making and adaptive risk control
Integrated automated policy enforcement and real-time auditing to strengthen compliance and security
Launched an enterprise-wide knowledge-sharing platform to drive continuous learning and upskilling

Conclusion

The Deployment of DeltaDot AI’s GenAI-powered conversational UX platform marked a significant milestone in the evolution of enterprise support systems. By combining the power of large language models with human-centric design, the client was able to deliver intuitive, intelligent, and compliant support experiences across channels.

This case study demonstrates how conversational UX—when thoughtfully designed and powered by GenAI—can transform customer engagement from transactional interactions to meaningful conversations.

Case Study