In my previous article, I described how we were able to reduce the workforce by 75% by changing the user verification flow. How It Was Before Driver registers an account in the ride-hailing app Uploads photos of needed documents by himself/herself Uploads photos of the car Waits in line until somebody from the support team can pick up the profile and verify it manually The Bottleneck Mostly it works fine, but during high loads, marketing campaigns, or some events, there were spikes of registrations. And sometimes up to 10 people in support working in parallel were not able to handle this load, because they also had chat communication support. So the most critical part is not to save cost on support actually. It is a benefit, but still not the goal. The goal was to handle spikes and make it possible for drivers to go online as fast as possible. Solution After uploading all photos, instead of going to the human support queue, drivers go to the AI queue The AI model verifies everything using detailed prompts.…