RCS Business Messaging Solution

AI-powered custom software development and UI/UX design for a European FinTech company, resulting in $1.4M in annual savings

ABOUT the project

Client:: Global Payment Processor
Location:: The Netherlands
Company Size:: 500+ Employees
Industry:: Financial Services
Solution:: Custom Software Development

Services:

Custom Software Development

UI/UX Design

Technologies:

.NET

SignalR

Azure OpenAI Service

Azure Cognitive Services for Language

Azure AD B2C

Azure Key Vault

Azure Kubernetes

Azure Event Grid

Azure Monitor

Cosmos DB, Azure SQL

Leobit developed a platform that gives users a single, convenient place to manage all their financial communication. Instead of switching between SMS, emails, and support portals, customers see every alert, verification request, payment confirmation, and support message in one continuous thread on their phone. They can check balances, track transactions, confirm payments, resolve fraud alerts, and start disputes through simple conversational steps powered by AI

They took the time to understand our challenges, asked the right questions, and delivered a platform that genuinely improves how we communicate with our customers. Their technical expertise and attention to detail made the entire process smooth and secure.

Mikkel S.

Head of Digital Operations

Customer

The customer is a global payment processor that serves financial institutions, merchants, and end users across the Europe. Their platform handles high volumes of transactions and requires fast, secure communication with customers who rely on timely alerts, payment confirmations, and account updates.

Business Challenge

As the company expanded into new regions and added more services, its communication channels became fragmented, creating a strong need for a unified, modern messaging solution that could meet strict financial security and compliance standards. Their existing setup included a mix of SMS, email, portal alerts, and notifications, resulting in inefficient support, duplicate communication, and poor client satisfaction. The goal was to build a unified messaging platform based on RCS Business Messaging.

Why Leobit

The customer chose Leobit for our ability to combine deep FinTech expertise with strong engineering and design capabilities. They needed a partner who could modernize their communication ecosystem without disrupting ongoing financial operations, and Leobit demonstrated experience building secure, scalable platforms that meet strict compliance standards.

Project
in detail

Leobit analysed the customer’s requirements and came up with an implementation plan and technology roadmap.

Architecture development

We developed a layered architecture that connects messaging, сonversational AI, business logic, and support operations in one unified flow. We used Azure Communication Services to handle RCS and SMS, and Azure Bot Service, Azure OpenAI, and Cognitive Services to process intent and automate tasks. Our .NET microservices on Azure Kubernetes are integrated with core banking systems through Azure API Management. We stored conversation data in Cosmos DB and Azure SQL and built a React dashboard for real-time agent support.

UI/UX design

Leobit designed a clean and intuitive interface that supported fast decision-making for both customers and support agents. We created conversational layouts optimized for RCS interactions, clear quick-action blocks for payment and verification steps, and a structured agent dashboard that presented customer data, message history, and AI actions in an easy-to-read format. Our design process focused on clarity, accessibility, and smooth task completion across all devices.

AI-powered financial service flows

Our experts designed AI-driven flows that retrieved balance data from core banking APIs, processed transaction status checks via real-time payment gateways, and guided users through payment confirmations via RCS quick actions. We enabled fast fraud alert validation with secure identity checks, automated dispute initiation with prefilled case data, and ensured compliance-safe customer identity verification through Azure AD B2C and Azure Key Vault.

Single messaging threat for end users

We built a single conversational thread for every customer. All communication types lived in one place. This included alerts, payment confirmations, onboarding messages, and support conversations. Customers no longer had to switch between SMS, email, and portal notifications. Everything appeared in a single continuous thread in their phone’s native messaging app.

SMS fallback

To reach customers on older devices or in regions without RCS support, the system used automatic SMS fallback. All messages that failed to deliver over RCS were resent as SMS without duplication or message loss. We implemented fallback logic through Azure Communication Services, Azure Monitor, and delivery-status webhooks. Messages generated through .NET microservices checked RCS availability and switched to SMS when required. Every fallback SMS was still added to the unified message history stored in Azure Cosmos DB. This kept communication transparent for both the customer and the support agent.

Unified RCS Messaging Platform Development

To implement a single conversational thread for every customer, Leobit used Azure Communication Services to send and manage RCS traffic. This ensured reliable message delivery and supported rich actions, quick replies, branded layouts, and secure media. For phones that did not support RCS, Azure Communication Services automatically triggered SMS fallback.

We developed the messaging logic using Azure API Management and .NET microservices. This allowed us to connect messages to CRM, transaction processing, and identity systems. All communication was logged in a unified timeline so that both customers and agents saw a consistent history.

Conversational AI layer

We added a Conversational AI assistant that acted as the first point of contact. It recognized customer intent, answered questions, and completed financial tasks without forcing users to visit a portal or wait for an agent.

The assistant relied on Azure Bot Service, Azure OpenAI Service, and Azure Cognitive Services for Language. Together, they enabled natural language understanding, intent classification, and secure dialogue handling. The AI connected to the company’s internal systems through Azure Functions and Azure API Management, which allowed it to fetch balances, check transaction statuses, trigger verification flows, and confirm user identity.

The identity checks followed financial regulations through secure token exchange supported by Azure Active Directory B2C. The result was a fast, natural, and secure AI layer that resolved over 67% of all incoming queries without human intervention.

Agent dashboard development

Leobit built the dashboard to support company agents, giving them access to the full message history, the customer profile, AI interactions, previous cases, and ongoing conversations. We used React, TypeScript, and a .NET back end hosted on Azure Kubernetes Service. The platform retrieved unified conversation data from Azure Cosmos DB, which stored all messages and assistant responses in a structured, searchable format. This allowed agents to instantly see context and continue conversations without losing momentum.

Thanks to it, agents could review automated AI actions, take over threads in real time, and leave internal notes that also synced with CRM. This improved the speed and accuracy of support responses.

Smart routing and automation

We created intelligent routing that analyzed message content, extracted intent, and matched customers with the right support team. The routing engine used Azure Cognitive Services to understand message meaning and Azure Logic Apps to orchestrate workflows.

Routine tasks such as balance checks, card status inquiries, and transaction tracking were automated. When needed, the assistant escalated cases to agents with the full context included. By combining Conversational AI with task automation, the company reduced call center volume and eliminated repeated questions that used to slow down agents.

Technology Solutions

Built Conversational AI layer using Azure Bot Service and Azure Cognitive Services for intent recognition, natural language understanding, and sentiment signals.
Adopted Azure Communication Services for RCS and SMS messaging integration.
Implemented Azure Kubernetes Service for scalable microservices that handled routing, compliance checks, and workflow logic.
Used Azure OpenAI Service for dynamic dialogue and improved reasoning inside sensitive flows.

Value Delivered

The new solution reduced customer service calls by 38%, significantly lowering support overhead and improving operational efficiency.
Adoption of RCS messaging enabled the customer to reach an 89% read rate for critical notifications, ensuring timely communication with users.
Adopting secure conversation AI layer allowed to resolve 67% of all incoming queries without human intervention.
Customer satisfaction scores increased by 34% within six months following the platform upgrade.
The company achieved an estimated $1.4M in annual savings through reduced call-center workload and improved support operations.