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2023
Disrupting
Customer Service with
GenAI
or How do we build our own Assistant?
Fábio Vilas Boas
Renan Oliveira
36MM
active users - 1H23
PicPay in numbers
4.5k
employees
2023
Our goal is to disrupt the experience
and financial services we provide to our
customers through GenAI.
Millions
Billion
few millions conversational responses
per month.
few billion tokens sent to Azure OpenAI
per month.
+45%
NPS.
+50%
resolution-oriented interactions
in the first contact.
Assistant in numbers
Assistant, customer service case
Conversational Generative AI
solution-oriented, simplifying and personalized conversation for all customer
1
2
3
4
5
Conversational
Being able to interact in natural language and guide users
through a process of discovery while learning and
remembering new relevant information along the way.
Domain Knowledge
Understanding the entities, terminology, categories, and
attributes of each specific use case, as well as leveraging
quality statistics on typed terms.
Predictive
Being able to provide the answer to the question in
advance, understanding what users mean.
Simplifier
Bringing the solution to the task, with direct delivery
of the sought-after information or action.
Personalized
Being able to use user context, question context,
and domain context to better understand the user's
intention.
5 pillars that support our solution
Payments Status Intelligent Search
FGTS Loan
Personalization for many answers
2023
Solution
How do we build our
own assistant?
Virtual
Assistant
Cutting-edge Generative
AI technology
Channel on Direct
Message
Integration with several
PicPay APIs
Simplified and supported
transfer
API integration
platform
Article
management
Contextualized
deeplinks
Performance metrics and
insights using GenAI
AI Assistant
Taxonomy products
and categories
User sends a
message
The assistant
provides an answer
API Discovery
Engine
Conversational
Engine
Knowledge Base
User Context
Engine
Integrations with
internal services
APIs
Intent classifier
Answer
Generator
FAQs, resolution conversations,
and deeplinks list are processed
and indexed in the engine.
AI model trained to classify
intentions
Human Assistant
prompt
Inserting
instructions in
the prompt
Escalation
pass control
Architecture
Deeplink Builder
(Call to action)
Security
Security
RAG, Retrieval-Augmented Generation
No model retraining
Cost-effectiveness
Data up to dated
Human review of created articles
Experience with a Information Retrieval
RAG
RAG - Retrieval Augmented Generation
Semantic
Search
Similarity Search
(Vector/Embeddings) +
BM25
Conversation
Engine
Control over content and Prompt Engineering
Focus on PicPay and not on the internet content
Provide up to date knowledge without needing to retreaning LLM Models.
LLM Model
Prompt
Answer
Generator
FAQs, resolution conversations,
and deeplinks list.
Human Moderation.
API Discovery
Engine
Cartão Virtual
PicPay Ecosystem
REST API
Personalization
API Discovery Engine
API Selector
API
Metadata
API
Connector
Function Calling Strategy
LLM Model
Answer
Generator
GenAI with Azure OpenAI
Data security
Multi-cloud solution
Reduced Latency
Brazilian support
Partnership
Tips. Lessons takeaways
Be specific in the prompt
RAG or Fine Tuning depends on the use case
Control the flow of token consumption
People who act end to end
Be prepared that everything will change
2023
Obrigado!

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PicPay - GenAI Finance Assistant - ChatGPT for Customer Service

  • 1. 2023 Disrupting Customer Service with GenAI or How do we build our own Assistant? Fábio Vilas Boas Renan Oliveira
  • 2. 36MM active users - 1H23 PicPay in numbers 4.5k employees
  • 3. 2023 Our goal is to disrupt the experience and financial services we provide to our customers through GenAI.
  • 4. Millions Billion few millions conversational responses per month. few billion tokens sent to Azure OpenAI per month. +45% NPS. +50% resolution-oriented interactions in the first contact. Assistant in numbers
  • 5. Assistant, customer service case Conversational Generative AI solution-oriented, simplifying and personalized conversation for all customer
  • 6. 1 2 3 4 5 Conversational Being able to interact in natural language and guide users through a process of discovery while learning and remembering new relevant information along the way. Domain Knowledge Understanding the entities, terminology, categories, and attributes of each specific use case, as well as leveraging quality statistics on typed terms. Predictive Being able to provide the answer to the question in advance, understanding what users mean. Simplifier Bringing the solution to the task, with direct delivery of the sought-after information or action. Personalized Being able to use user context, question context, and domain context to better understand the user's intention. 5 pillars that support our solution
  • 7. Payments Status Intelligent Search FGTS Loan Personalization for many answers
  • 8. 2023 Solution How do we build our own assistant?
  • 9. Virtual Assistant Cutting-edge Generative AI technology Channel on Direct Message Integration with several PicPay APIs Simplified and supported transfer API integration platform Article management Contextualized deeplinks Performance metrics and insights using GenAI
  • 10. AI Assistant Taxonomy products and categories User sends a message The assistant provides an answer API Discovery Engine Conversational Engine Knowledge Base User Context Engine Integrations with internal services APIs Intent classifier Answer Generator FAQs, resolution conversations, and deeplinks list are processed and indexed in the engine. AI model trained to classify intentions Human Assistant prompt Inserting instructions in the prompt Escalation pass control Architecture Deeplink Builder (Call to action) Security Security
  • 11. RAG, Retrieval-Augmented Generation No model retraining Cost-effectiveness Data up to dated Human review of created articles Experience with a Information Retrieval
  • 12. RAG RAG - Retrieval Augmented Generation Semantic Search Similarity Search (Vector/Embeddings) + BM25 Conversation Engine Control over content and Prompt Engineering Focus on PicPay and not on the internet content Provide up to date knowledge without needing to retreaning LLM Models. LLM Model Prompt Answer Generator FAQs, resolution conversations, and deeplinks list. Human Moderation. API Discovery Engine Cartão Virtual
  • 13. PicPay Ecosystem REST API Personalization API Discovery Engine API Selector API Metadata API Connector Function Calling Strategy LLM Model Answer Generator
  • 14. GenAI with Azure OpenAI Data security Multi-cloud solution Reduced Latency Brazilian support Partnership
  • 15. Tips. Lessons takeaways Be specific in the prompt RAG or Fine Tuning depends on the use case Control the flow of token consumption People who act end to end Be prepared that everything will change