Overview
A global payment provider partnered with Tech Mahindra to build an Agentic AI-powered chatbot that unified cardholder benefits across fragmented issuer platforms. Using a RAG-based architecture on Databricks, the solution delivered real-time, personalized benefit discovery across web and mobile channels, improving customer satisfaction and engagement at scale.
Industry Challenge
The client is a global leader in multinational payment card services, operating across an extensive network of issuers, merchants, and consumers. Its R&D division focuses on developing AI-powered digital products to enhance cardholder experience and drive seamless commerce.
Key challenges include:
- Card benefits fragmented across multiple issuer platforms
- Limited real-time visibility into offer eligibility
- Poor benefit discovery leading to low utilization
- Missed revenue and engagement opportunities
Our Approach and Solution
- Agentic RAG framework using LangGraph on Databricks
- Multi-model LLM orchestration with vectorized benefit data
- Centralized vector store for real-time retrieval
- Conversational interface integrated across digital channels
- Scalable architecture supporting millions of users
Business and Community Impact
- Consolidation of 16+ data sources
- 90%+ accuracy in benefit and offer identification
- Increased cardholder satisfaction and loyalty
- Improved benefit utilization and cross-selling opportunities
- Reduced system fragmentation