The Challenge

Prex, a leading digital payments company operating across Uruguay, Argentina, Chile, and Peru, needed a customer support solution that could handle high volumes of inquiries efficiently: from general FAQs to account-specific questions, ticket management, and escalation to human agents when necessary. In fintech, support quality is part of the product: slow or inaccurate responses directly erode customer trust.

The Solution

Marvik designed and implemented Prex Atenea, an AI-powered customer support assistant built on a multi-stage architecture. Rather than relying on a single, generic AI interaction, the system distributes intelligence across specialized stages: each handling a specific part of the conversation lifecycle, from understanding customer intent to formatting the final response.

At the core of the system is Claude 3 Haiku (Anthropic), which is one of the core components of the system. Claude 3 Haiku was selected for its strong instruction-following capabilities, low-latency responses suited for real-time conversations, and a cost profile that supports multiple AI calls per customer interaction at scale.

What the System Does

Prex Atenea handles the full support journey:

• Understands and routes customer inquiries to the right workflow
• Retrieves relevant knowledge and information to generate personalized responses
• Manages support ticket creation, retrieval, and follow-up
• Detects when a customer is frustrated and escalates seamlessly to a live agent, transferring full context so the customer never has to repeat themselves
• Maintains consistent tone and brand voice across every response

Results

Prex Atenea demonstrates that advanced AI solutions can be applied in fintech environments without sacrificing speed, accuracy, or cost control.

For Marvik and Anthropic, this case reinforces a key principle: effective AI deployments are defined not by a single model call, but by thoughtful orchestration with the right model assigned to the right task.