In this episode, we’ll explore RazorPay, its business, and the critical role customer service plays in its success. We'll dive into how RazorPay revolutionized customer ticket categorization using generative AI. By replacing customer-selected categories with an AI-driven system, they enabled automatic interpretation of ticket details. This approach incorporated pre-processing, prompt engineering, and a robust knowledge base powered by Retrieval-Augmented Generation (RAG), demonstrating the transformative potential of generative AI in elevating customer service experiences.

For more details, you can refer to their published tech blog, linked here for your reference: https://engineering.razorpay.com/enhancing-customer-support-through-ai-powered-ticket-issue-categorization-a1795d9f0f3c