A conversational AI chatbot is redefining customer support for fintech firms like Miden, where rising transaction volumes and complex queries were overwhelming support teams. Routine tasks like balance checks and card issues led to slow responses and high overhead. Partnering with GoML, Miden built a Gen AI chatbot using AWS Bedrock and Claude to deliver real-time, secure, and scalable support, boosting efficiency and customer experience.  

The problem: slow responses, high costs, and support overload

Miden’s customer support team was under pressure. As query volumes surged, the reliance on manual processes became a major bottleneck. Customers reaching out with routine questions, like checking balances, retrieving transaction history, or resolving virtual card issues, often faced long wait times due to limited agent availability.

Accessing real-time financial data required support agents to toggle between multiple backend systems, further slowing down resolution times and introducing the risk of human error. As Miden scaled, it became clear that a traditional support structure couldn’t keep pace with user expectations or business growth. A conversational AI chatbot wasn’t just a convenience; it had become essential to modernize support operations and enable secure, scalable, and instant query handling.

The solution: Conversational AI chatbot for real-time customer interaction

To solve these pain points, GoML built a conversational AI chatbot system powered by AWS Bedrock, using Claude for natural language understanding and response generation. The chatbot integrated with Miden’s financial systems to enable secure, real-time access to account data, transaction insights, and more.

“Building Miden’s conversational AI chatbot wasn’t just about automation, it was about designing a secure, scalable system that understands financial context and delivers real-time support with zero compromise on compliance," says Prashanna Rao, Head of Engineering, GoML.

Always-on support with Gen AI

• Conversational AI chatbot built using AWS Bedrock and Claude, capable of human-like dialogue.

• NLP-driven query handling enables instant answers to account balances, virtual card requests, transaction history, and reconciliation inquiries.

Intelligent backend integration

• Secure API connectivity to Miden’s core financial systems using AWS Lambda and API Gateway.

• Automated query resolution for repetitive questions like “What’s my balance?” or “List my last 5 transactions.”

• Role-based authentication and access control via AWS IAM.

Built to scale, built for security

• Scalable architecture using AWS CloudFormation, enabling easy deployment and updates.

• Audit-ready compliance through AWS CloudTrail, ensuring secure and monitored interactions.

• Future-ready framework for multilingual, voice, and WhatsApp integrations.

The impact: a conversational AI chatbot for leaner support

‍Miden’s conversational AI chatbot is now a central component of its customer support system, automating query handling, improving service quality, and dramatically reducing load on human agents.

“GoML’s Conversational AI chatbot helped Miden cut support workload by 58%. The Amazon Bedrock implementation enabled them to triple capacity to handle customer queries instantly,” said Prashanna Rao, Head of Engineering, GoML.

• 91% faster access to financial data and insights for customers

• 3X increase in query capacity, enabling effortless support scale-up

Lessons for other financial institutions

What Miden learned from building and deploying a conversational AI chatbot:

Common pitfalls to avoid

• Using generic chatbots without domain-specific knowledge

• Failing to integrate securely with internal financial systems

• Underestimating the need for compliance and access control

Advice for fintech teams

• High-volume use cases are a goldmine for RoI (e.g., balance queries, transaction history)

• Build AI into your operational flow, not just your support strategy

• Choose tech partners who understand both AI and financial architecture

Want to automate customer support while scaling securely?

Let GoML help you build a conversational AI chatbot designed for financial precision and enterprise scale.