CORA - Customer Service Application
Dynamic workflow-driven customer service platform with RAG-based AI capabilities, semantic search, and intelligent automation for banking operations.
Built CORA (Customer Operations and Response Automation), a sophisticated customer service application combining traditional workflow management with cutting-edge AI capabilities. The platform leverages RAG (Retrieval-Augmented Generation) architecture to provide intelligent, context-aware responses to customer queries while maintaining workflow orchestration for complex banking processes. Features semantic caching, vector search, and agent-driven automation to improve efficiency and reduce costs.
Pattern:
RAG-based AI architecture with workflow orchestration
Data Flow:
Query → Semantic Cache Check → Vector Search → Knowledge Retrieval → LLM Generation → Response- RAG-based intelligent query answering
- Semantic search combining full-text and vector retrieval
- Semantic caching with embedding similarity detection
- Agent-driven workflow automation
- Context-aware response generation
- Automated summarization and analytics
- Action item extraction from conversations
- Smart tagging and categorization
Impact:
- Reduced average response time from 5 minutes to 1.2 seconds
- Decreased AI operational costs by 60% through semantic caching
- Automated 40% of routine customer service tasks
- Improved customer satisfaction scores by 35%
- Enabled 24/7 intelligent customer support
Key Achievements:
- Successfully integrated RAG architecture into production banking environment
- Achieved 45% cache hit rate with semantic similarity detection
- Reduced LLM token usage by 70% through optimization techniques
- Built scalable vector search handling 15K daily queries
- Implemented agent-driven workflows improving automation
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