043 - Vanguard - Vanguard Segmentation Service

The Vanguard segmentation service aims to improve how clients are routed to the appropriate live customer service agents across different Vanguard domains, especially within PITECH. Currently, when a client is interacting with Vanguard’s chatbot about a topic such as their 401(k) and needs to speak with a live agent, the client may need to be manually reviewed and transferred to the correct domain-specific service queue. If the client’s needs change during the conversation, for example from a 401(k) question to an ETF-related question, another manual transfer may be required. The proposed segmentation service would use LLMs to understand and continuously contextualize the client’s intent, allowing the system to preemptively identify and route the client to the appropriate domain queue in the background. This would streamline the handoff process for clients who require live customer service beyond what generic or AI chatbots can provide. Additional details will be refined as the project progresses, and the service may also connect with or be incorporated into Ben’s current work running in parallel.