ZebPay -Support Bot & Automation Hooks

Overview

ZebPay needed a reliable, always-available support system that could assist users with platform usage, crypto workflows, and account-related queries. With a large and growing user base, the company wanted to reduce dependency on manual support while maintaining accuracy and trust. The goal was to build a 24x7 customer-facing AI support bot with the ability to automate common resolutions and escalate complex cases to human agents.

The Challenge

Crypto platforms face high volumes of repetitive but critical support queries. Users often need immediate guidance for onboarding steps, transaction issues, and account-related actions. Manual support teams can become overloaded, leading to delays and inconsistent responses. Key challenges included:

Objectives

• Provide 24x7 customer support through an AI-driven conversational system
• Reduce manual support load by resolving common issues automatically
• Improve response time and consistency of answers
• Enable guided workflows for crypto-specific actions
• Support seamless escalation to human agents
• Offer analytics and insights to ZebPay's support team

Our Approach

MythyaVerse designed and built an end-to-end AI support platform tailored to the needs of a crypto exchange. The bot was trained on ZebPay's structured support documents, platform guides, KYC processes, and troubleshooting workflows. It handles frequently asked questions while also guiding users step-by-step through actions such as deposits, withdrawals, and transaction checks. The system supports both logged-in and non-logged-in users, with ZebPay's APIs providing relevant context to personalize responses.

Solution Delivered

• AI Support Chatbot -A conversational interface available 24x7 on web and mobile for all users.
• Crypto Workflow Automation -Guided assistance for deposits, withdrawals, KYC steps, and transaction-related issues.
• Ticket Triage and Routing -Automatic classification and routing of tickets to the appropriate support queues.
• Human Escalation -Seamless handoff from AI to human agents when required.
• Support Analytics Dashboard -A dashboard for ZebPay's support team to analyze customer interactions, ticket patterns, and resolution outcomes.
• Logging and Monitoring -Comprehensive logging to track accuracy, response quality, and system performance.

Technologies Used

Next.js

React

Node.js

FastAPI

Redis

PostgreSQL

AWS