Matilda.
AI-powered, natural support for real-world customer experiences.
Designing an AI support system that goes beyond answers.
Challenge
A more human way to support digital products.
Traditional support systems rely heavily on documentation, FAQs, and rigid chatbots that provide generic responses. This creates friction when users need specific answers related to their own account, especially in time-sensitive situations.
The challenge was to design a system that could understand context, adapt to different users, and provide meaningful, actionable support — not just information.
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Results
Built using a combination of large language models and voice synthesis technology, the system enables natural, human-like interaction.
Matilda transforms support from a passive system into an active experience — one that understands context, adapts to user needs, and can take action when required. By combining natural language interaction with real account-level access, the system allows users to solve problems faster, with less friction and greater confidence.
