October 20, 2025 • 1 min read

Chatbot system for Customer Support

by ZONE3000

Client: A leading e-commerce platform.

Challenge: Managing diverse user intents, seamless integration with internal systems, handling rapid message inputs, ensuring data privacy and security, and understanding customer frustration.

Solution: ZONE3000 implemented a chatbot system featuring:

    • Message sequencing optimization
    • Intent recognition
    • Retrieval-Augmented Generation (RAG) techniques
    • Data integration
    • GDPR compliance and security
    • Guardrails framework
    • Social engineering detection

Technology Used: RAG, SQS logic, Guardrails.ai framework, Tokenization of PII approach, Contextual search, Finite-state machine.

Result:

    • The chatbot successfully managed 24% of customer inquiries without human intervention.
    • Reduced live support time by approximately 20%.
    • Improved operational productivity by automating routine queries.

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