Case Study · Branify
An AI customer-service platform that handles 70% of inbound tickets without a human, then routes the rest to the right agent with full context attached.
Branify’s mid-market customers were drowning in repetitive support tickets – password resets, order status, returns. Their teams burned out on tier-1 work and complex issues languished in the queue. Off-the-shelf chatbots failed because they couldn’t reach into the customer’s actual systems.
We built an AI agent that grounds every answer in the customer’s knowledge base via Pinecone, calls real APIs (orders, billing, accounts) to take action, and only escalates when confidence is low. When it does escalate, the human gets the full transcript, sentiment, and suggested response.
We started with stakeholder workshops to map business goals, user roles, and compliance constraints, then translated them into a sprint-by-sprint product roadmap with clear acceptance criteria.
Our team designed the data model, API contracts, and UI system together so the product looked and behaved consistently from day one. UX flows were prototyped in Figma and validated with end users before any code was written.
Engineers worked in two-week sprints with continuous deployment to a staging environment. Every feature shipped with automated tests, manual QA, and a security review before promotion to production.
We handled production deployment on cloud infrastructure, observability setup, and a hand-over training session. UnlockLive remains on retainer for monthly enhancements, monitoring, and on-call support.
OpenAI is the default; the platform is model-agnostic and can be pointed at Anthropic, Azure OpenAI, or self-hosted Llama models.
Every response is grounded in retrieved knowledge-base passages. If retrieval confidence is below threshold, the conversation is routed to a human.
Yes – we expose customer-defined tools (refund, reschedule, lookup) and the agent calls them with strict permissions and audit logs.
Enterprise / Healthcare100% On-device inference — zero customer data leaves the laptopHow we replaced a $4.2K/month OpenAI bill with a fully on-device LLM workflow using Ollama, llama.cpp, and a FastAPI orchestration layer — keeping 100% of customer data on the user's laptop while delivering sub-second responses.
Fintech / SaaS5+ Currencies live in 12 weeks (USD, CAD, GBP, EUR, AUD)How UnlockLive shipped a production-grade Airwallex payments and subscription stack on Python and FastAPI — five currencies live in 12 weeks, 99.99% webhook delivery, PCI-DSS-aligned, and a 65% drop in failed-payment churn.
AI / Creative Tech8x Faster asset turnaround vs. manual designA web platform that lets designers and marketers generate, refine, and export brand-consistent imagery from text prompts using fine-tuned diffusion models.
Talk to the same team that built Branify: AI-Enhanced Customer Service Platform. We’ll scope your project, give you a fixed-price proposal, and show you the closest analog from our portfolio.
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