Avelion AI Agents

AT A GLANCE

Our client, a financial services company, needed a scalable digital solution to reduce operational load on sales and support teams while maintaining full compliance.

Computools developed the Avelion AI Agents platform, which manages routine communication across voice, chat, email, and social channels using LLM technology, enhanced RAG, and a no-code orchestration layer.

As part of regulated financial operations, the solution followed standards expected from fintech software development services and delivered measurable results: automated over half of repetitive interactions, removed wait times, and ensured consistent, compliant communication at scale.

THE CLIENT

Our client is a UK-based financial services company operating across multiple regions and providing regulated products and advisory services. On average, the sales and support teams handled 8,000–10,000 customer interactions per month, including phone calls, chat conversations, emails, and social media inquiries.

As the business expanded, inbound communication volume increased rapidly; during peak periods, requests almost doubled. While the company had a modern digital infrastructure in place, a significant share of staff time was spent answering repetitive, compliance-sensitive questions that required consistent wording and strict adherence to internal rules.

This surge in routine interactions placed increasing pressure on sales and support teams, resulting in longer response queues, slower turnaround times, and greater operational strain. As a result, service quality became harder to maintain at scale, creating risks for customer satisfaction and brand perception in a highly regulated environment.

BUSINESS CHALLENGE

The organization aimed to scale its sales and support operations instantly as customer communication volumes continued to grow, without increasing headcount or incurring additional staffing costs. A key priority was reducing the operational burden and expenses associated with high-volume, routine inquiries handled by sales and support teams.

At the same time, the client needed to maintain consistent service quality, strict compliance, and a professional customer experience across all channels, even as inquiry volumes fluctuated and peaked.

The core objective was to automate repetitive sales and support interactions while preserving accuracy, regulatory compliance, and customer trust.

SOLUTION SUMMARY

Computools developed the multi-channel Avelion AI Agents platform, which automates routine sales and support communication across chat, email, messaging apps, social media, and voice calls. Built using modern AI agents development approaches, the system leverages LLMs enhanced with RAG, function calling, and multimodal capabilities to handle repetitive, compliance-bound interactions while strictly following internal business processes.

By automating high-volume routine communication, the platform removed a significant operational burden from sales and support teams, allowing specialists to focus on higher-value customer interactions and service quality improvements.

Each agent integrates with the client’s CRM, internal databases, product catalogs, and compliance systems to ensure accurate, consistent, and up-to-date communication across all channels.

The solution operates on a no-code orchestration layer, enabling instant workflow updates, role expansion, and rapid scaling without engineering effort, while providing 24/7 availability and reliable automation at scale.

STORY IN DEPTH

Background

The client’s sales and support departments managed a constantly growing volume of inquiries across digital channels – voice, chat, email, and social media. Manual handling created long queues, inconsistencies, and operational strain.

Approach to solution

Computools proposed a multi-agent architecture leveraging LLMs, RAG enrichment, multimodal processing, and a no-code configuration layer. This would allow agents to handle communication autonomously while maintaining compliance workflows.

Computools role

Computools designed the AI architecture, built the orchestration layer, implemented voice and text models, integrated the system with CRM and knowledge bases, and created an operator console for monitoring, auditing, and flow adjustments.

Key decisions and outcomes

Dual-model validation ensured accuracy;
A no-code configuration layer enabled instant updates;
Multimodal support allowed agents to operate across all channels;
Extensive QA testing guaranteed stable behavior and correct routing.

The final solution automated more than half of all interactions and set a scalable foundation for future AI-driven roles.

Design

The design focused on transparency, control, and ease of use for non-technical operators, following UX design principles tailored for sales, support, and compliance teams. The interface allows staff to review conversations, adjust workflows, monitor agent performance, and audit decision logic without technical expertise.

USER PERSONA → SITE MAP → WIREFRAMES → USER INTERFACE

USER PERSONA

A structured profile of internal users, support managers, sales coordinators, and compliance officers, defining their needs, goals, and pain points to guide the platform’s functionality.

SITE MAP

A clear navigation structure showing how operators access dashboards, workflows, agent settings, compliance logs, and conversation history.

WIREFRAMES

Low-fidelity prototypes illustrating how users control agents, review outputs, trigger overrides, and navigate audit trails.

USER INTERFACE

Final UI layouts designed for clarity and simplicity, applying UI design best practices to help operators manage AI agents confidently with full visibility and minimal cognitive load.

DIGITAL PLATFORM & TECHNOLOGY

PYTHON / ML MODELS

Python powers the platform’s machine-learning engine, enabling hybrid anomaly detection, supervised and unsupervised models, MLflow governance, and continuous model retraining.

FASTAPI

FastAPI provides a fast and reliable backend framework for building high-performance API endpoints and orchestrating AI agent workflows.

AWS RDS POSTGRESQL

A secure, ACID-compliant database with encryption, full audit trails, and architecture aligned with GDPR and SOC 2 requirements.

PGVECTOR

PostgreSQL with pgvector supports semantic search and retrieval-augmented generation, ensuring accurate contextual responses from AI agents.

OPENAI O3 / O4 + GEMINI / CLAUDE

Industry-leading LLMs deliver reasoning, classification, and conversational capabilities, enhanced through fine-tuning, RAG, function calling, and multimodal processing.

OPENAI REALTIME (STT/TTS)

Enables natural voice interactions, real-time conversation, and seamless multimodal communication across phone and voice channels.

NO-CODE ORCHESTRATION LAYER

A custom DSL-based configuration layer enabling non-technical teams to adjust workflows, rules, and agent behavior instantly.

REACT + TYPESCRIPT

The frontend offers a clean, intuitive interface for monitoring agents, reviewing conversations, and managing compliance-ready workflows.

AWS (S3, EC2, Kubernetes)

A cloud-native infrastructure supporting elastic scaling, secure storage, containerized deployment, and high-availability operations.

TERRAFORM + DOCKER + GITLAB CI/CD

Ensures stable automation, reproducible infrastructure, and continuous delivery of platform improvements.

REGULATORY COMPLIANCE (GDPR, SOC 2, DORA)

The platform follows strict financial-sector standards, including GDPR data protection, SOC 2 security controls, and DORA operational resilience requirements, ensuring compliant communication, logging, and auditability.

PROJECT MANAGEMENT METHODOLOGY

Scrum was chosen to support the iterative development of Avelion AI Agents, orchestration workflows, and multi-channel integrations. The team worked in structured sprints with daily communication, ensuring full visibility into progress and priorities.

Regular review cycles with the client allowed rapid refinements to agent behavior, compliance logic, and operational workflows while maintaining predictable delivery and smooth coordination across all stages of the project.

WHAT OUR CLIENT SAID

The Avelion AI Agents solution has taken a lot of routine work off our team. More than half of our daily communication is now handled automatically, and responses are fast, accurate, and compliant by default.

As a result, customer satisfaction increased by around 25%, and we now receive consistently positive feedback regarding response speed and service quality. The Computools team worked in clear sprints, stayed in close contact throughout the project, and delivered everything on time with solid documentation. Overall, it’s been a clear improvement for both our sales and support teams.

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