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Eurowings · Lufthansa Group•3-month production rollout
Enterprise AI Customer Support
Conversational AI for enterprise customer support
Designed and deployed a customer-support chatbot over enterprise help content, reducing repetitive questions while maintaining citation-backed responses.
RAGGPT-4LlamaIndexConversational AIAzure
Business Problem
Customers repeatedly asked about baggage, cancellations, refunds, check-in, and special assistance, overloading support channels.
Architecture
- Azure OpenAI GPT-4 with retrieval-augmented answer generation
- Hybrid search over FAQs, policy documents, and support content
- Session-aware conversation memory for follow-up questions
- Fallback handoff to human support for low-confidence answers
Technical Decisions
- Used citation-enforced prompts to make answer quality auditable and safer in customer-facing flows.
- Kept context memory scoped to the session to preserve relevance without over-retaining noise.
- Added confidence thresholds and escalation paths instead of forcing the model to answer every request.
Production Challenges
- Controlled hallucinations with retrieval-only prompting and explicit citation enforcement.
- Tracked conversation success, escalation rate, hallucination rate, and user feedback.
- Built a golden QA dataset and combined human review with LLM-as-a-judge evaluation.
Outcomes
Reduced repetitive support workload
Improved first-response speed
Raised customer self-service completion