AI Customer Support Assistant (Multilingual)

An AI-powered customer support chatbot that answers customer queries in natural language across English, Urdu, and Roman Urdu, retrieves grounded answers from real customer data and company knowledge, and gates personal account access behind identity verification — reducing repetitive support load and giving customers instant, accurate answers.

Business Problem

Support teams field the same questions repeatedly: policies, order status, account details, product information. Customers often type in a mix of English and Roman Urdu, with typos and inconsistent grammar. Generic chatbots fail here. They either hallucinate answers not grounded in company data, cannot handle personal account queries safely, or break the moment a customer does not type in perfect English.

Solution

This AI Support Assistant answers customer queries using real company data instead of guessing. It automatically pulls the right information, whether that is a policy document or a customer's own account record, and only shares personal details once identity is verified.

Key Features

• Smart query routing — decides whether it needs account records, company knowledge, or both to answer correctly
• Grounded knowledge retrieval — pulls answers from company policy documents, troubleshooting guides, and FAQs
• Multilingual support — detects and responds in English, Urdu, or Roman Urdu per message, including mid-conversation language switches
• Identity-gated account access — releases purchase history, account status, and complaint records only after identity verification
• In-chat complaint filing — creates real tickets tied to verified customer records
• Streamed responses — replies feel fast and natural instead of appearing all at once
• Strictly grounded answers — never invents products, prices, or policies

Business Value

• Reduces support ticket volume — handles repetitive queries automatically
• 24/7 availability — answers questions outside business hours
• Faster resolution — customers get instant answers instead of waiting for a callback
• Lower support costs — fewer agent hours needed for routine queries
• Safer handling of personal data — no account information released without verification
• Consistent, policy-accurate answers — eliminates variation between agents

How It Works

A customer asks a question in their own words. The assistant figures out what kind of information is needed, checks a customer's identity if the question is personal, and responds with an answer grounded in real company data.

Technologies Used

Demo / Screenshots

Use Cases

• Customer support automation handling account status, policies, and product queries
• Order and warranty lookups gated behind identity verification
• Complaint filing tied directly to verified customer records
• Branch, service center, and dealer lookups by city
• Multilingual support for markets where customers mix English with regional languages