Building a Secure, Scalable, and Smart AI Assistant Solution for Customer Operations

Business Opportunity

Agentic AI-Based Data Platform

The client, a well-known low-cost airline with its headquarters in Malaysia, is credited for transforming air travel in Asia by lowering the cost and increasing accessibility of flying.  Established in 2001, the airline provides both domestic and international flights and runs a vast network across Asia and beyond. 

The clients’ business users were relying heavily on internal service requests to access data, causing delays and underuse of BI tools. This led the client to require a solution that could improve data access for their employees to better support their customers. 

We built a secure, scalable, and intelligent Agentic AI solution to simplify enterprise data access for over 25,000 internal users. Designed to outperform off-the-shelf alternatives, the AI Assistant leverages Natural Language Processing and interactive visualizations to enable self-service data exploration, faster decision-making, and a stronger data-driven culture.

The Challenge

The client faced multiple challenges, including – 

• Fragmented Tool Ecosystem: Many existing tools focused on individual aspects like data access, AI, or visualization, but lacked an integrated, end-to-end platform to address the full spectrum of needs.
• Trust in AI Insights: Concerns persisted about the reliability and consistency of AI-generated outputs, particularly when used for high-stakes decisions.
• Cost-Prohibitive Development: Developing a tailored solution that met demands for scale, speed, and user-friendliness often required significant investment, making widespread adoption challenging.

Our Solution

We developed a powerful Agentic AI-based virtual assistant tailored to the client’s unique needs. The solution is designed to deliver fast, accurate responses through advanced GenAI capabilities and customized data integration. Built on scalable cloud infrastructure, the solution optimizes performance while reducing operational costs. Strong security and privacy measures safeguard sensitive information, ensure regulatory compliance, and maintain trust through continuous monitoring. 

The platform simplifies data access and analysis with key features designed for efficiency, including – 

• Multi-Language Querying: Ask questions in multiple languages for broader accessibility across teams and regions.
• Interactive Visuals: View insights via intuitive, dynamic charts using libraries like Google Charts and Plotly.
• Voice-Based Input: Speak your queries directly—ideal for fast-paced or mobile work environments.
• Saved Chats & History: Auto-save for 90 days and searchable chat history for 30 days to maintain context.
• Self-Service Data Access: Create and modify datasets independently within the UI, reducing dependency on support.
• Drill-Down Analysis: Apply filters and dig deeper into data layers for precise, actionable findings.
• No-Code Admin Control: Manage prompts and settings directly without engineering help.
• SQL & Chart Explanations: Easy-to-understand summaries of SQL queries and chart mechanics.
• Response Feedback Loop: Collects user sentiment on answers to fine-tune system performance over time.

A user begins by entering a natural language query—for example, “Show me the top three most populated states in America.” The platform supports multi-language querying and voice-based input, making it accessible to diverse teams, including on-the-go flight operations staff. The query is first interpreted using a vector database, which understands its semantic intent. The system then authenticates the user via the logging database to ensure secure access. Once verified, a corresponding SQL query is generated and passed through a debugging agent that checks for context-related ambiguities—such as whether the user meant North or South America. If ambiguity is found, the platform prompts for clarification. Once the intent is confirmed (e.g., United States), the validation agent updates the query, and the refined SQL is executed.

The results are processed by the response agent, which extracts insights and explains the SQL logic behind them in simple terms. These are then visualized using dynamic charts via Google Charts or Plotly, supporting interactive visuals for clearer, faster decision-making. Users can apply filters and drill-downs to explore layered insights—such as breaking down population data by area code within a selected state—for deeper analysis. 

Throughout this process, the platform autonomously manages both technical tasks (like SQL generation) and domain-specific logic (like disambiguating geographic references), ensuring fast, accurate, and secure access to enterprise data, while empowering users at every level to work smarter with minimal friction.

The project began with detailed planning, defining scope, roles, timelines, and communication strategies. Weekly tracking and stakeholder updates ensured transparency and risk mitigation. Aligned with user requirements, technical and functional specs were approved, followed by rigorous testing across integration, load, UAT, and security. All issues were resolved pre-launch, with training materials prepared to aid adoption.

In Phase 2, Gemini-powered summarization was integrated, enabling concise insights and visual graphs. Advanced AI agents, fine-tuned for the airline, delivered accurate responses, while BigQuery and a purpose-built database ensured quick answers to business queries. The intuitive interface supports both voice and text. Built on Google Cloud with Cloudflare optimization, the system offers high availability, security, and scalability.

Results

• Reduced Manual Workload and Support Calls: Intelligent automation significantly cut down routine query handling, allowing teams to focus on higher-value tasks. 
• Faster TAT on Support Requests: The solution improved TAT on support requests by eliminating long wait times. 
• Improved Response Accuracy: Increased speed and accuracy of AI-generated answers through tailored NLP and data integration.
• Smooth User Adoption: Delivered an intuitive interface and clear training materials, ensuring quick and confident user onboarding.
• Flawless Deployment: Launched with zero critical issues post-go-live, backed by thorough testing and early-stage support.
• Stronger Data Protection: Implemented enterprise-grade security and compliance frameworks with continuous system monitoring.
• Aligned Stakeholder Visibility: Maintained consistent stakeholder confidence through structured governance and transparent weekly updates.

Power of Partnership

Niveus brought deep expertise, strategic clarity, and a collaborative spirit to every stage of the implementation. With a strong foundation in cloud technologies, AI integration, and enterprise-grade security, we ensured that the solution was not only technically sound but also aligned with the client’s long-term vision. Our cross-functional team worked closely with stakeholders to translate complex requirements into a seamless, user-centric system. We combined agile execution with robust governance. This offered proactive risk management, transparent communication, and high responsiveness throughout the engagement.

Benefits of Agentic AI Services for Customer Operations by Niveus

• Streamlined Customer Interactions: Niveus Agentic AI solutions streamline routine queries, reducing manual effort and response times.
• Faster Query Resolution: Our solution delivers instant, context-aware answers, improving overall service speed and efficiency.
• Consistent and Reliable Support: Our Agentic AI ensures uniform service quality across every customer touchpoint.
• Seamless Enterprise Integration: Our solution integrates effortlessly with your existing systems and data sources.
• Reduced Operational Load: Niveus Agentic AI automates repetitive tasks, allowing support teams to focus on high-value interactions.