ML Optimization System Operationalized : Tiger’s Optimizer transitioned from dev tool to production-ready solution with full business usability Simulation and Planning Time Cut by 40% : Planners could now test multiple resource plans with input variations and quick re-runs Black-Box Model, Cleanly Orchestrated : 18North’s wrapper respected ML boundaries, requiring no refactoring of Tiger’s core model Cross-Functional Usability : Sales, HR, and Finance all accessed role-specific dashboards Sustained Reuse : The wrapper’s modular design allows it to be reused in other manpower planning and capacity balancing domains

This co-created solution between Tiger Analytics and 18North demonstrates the power of combining advanced data science models with robust application engineering . By delivering a wrapper that structured inputs, managed validation, and rendered outputs at scale, 18North helped unlock the Optimizer’s full business value — enabling faster, more accurate field planning at enterprise scale.

As digital adoption accelerated across customer-facing channels, two global organizations — one in Fintech , the other in Retail Fulfillment — partnered with 18North to design and deploy conversational BOTs capable of intelligent customer interaction, automated support resolution, and seamless handoffs to backend services. By tailoring each solution to the platform ecosystem and user expectations of the respective domain, 18North leveraged the best-suited conversational AI tools — Google Dialogflow for fintech , and Amazon Lex for retail/logistics workflows

Fintech BOT (Dialogflow) : Client: A digital payments organization in the UAE with wallet, remittance, and gateway services. Need: 24x7 chatbot support for Tier-1 queries, onboarding, balance checks, and regional compliance — across English and Arabic interfaces. Retail Fulfillment BOT (Amazon Lex) : Client: A Dubai-based retail group needing BOT-driven automation of order fulfillment , status tracking , and customer communication . Need: Voice/text-based interactions via websites and future Alexa/SMS channels, integrated with back-office systems.

Multilingual Demand : Arabic and English had to be fully supported in the fintech use case. API Fulfillment : Bots needed secure, low-latency access to existing REST APIs. Channel Versatility : Bots were expected to work across mobile web , desktop portals , and future IVR/voice systems . Cloud-Native Design : Each client preferred a scalable, serverless, cloud-native footprint. Domain-Specific Logic : Fintech required transactional workflows; retail needed real-time updates tied to order lifecycle.

18North implemented two independent, domain-specific conversational platforms: A. Fintech BOT – Dialogflow + AWS Lambda Platform : Google Dialogflow Standard Edition Features : 50+ engineered intents including “wallet top-up,” “track remittance,” “agent assistance.” Multilingual NLP : Enabled seamless English and Arabic transitions. Contextual handling for multi-turn dialogues using Dialogflow contexts . Fulfillment Layer : AWS Lambda for API orchestration via secure webhooks. Payload generation, response formatting, and encryption. Omnichannel : Integrated with customer portal, mobile web, and WhatsApp via Twilio. Security & Logging : API key validation, session token management, AWS CloudWatch logging. B. Retail Fulfillment BOT – Amazon Lex + AWS Backend Platform : Amazon Lex Features : Intent modeling for order lookup , rescheduling , FAQ handling , and shipment tracking . Configured slot filling for guided, voice-like conversations. Integration : Lambda-backed fulfillment triggered business workflows in real time. Future provisioning for Alexa and IVR use cases . Voice/NLP Design : Tailored for transactional query formats and eCommerce vernacular . Amazon Polly used for speech response prototyping.

Metric Fintech BOT (Dialogflow) Retail BOT (Amazon Lex) Languages Supported English + Arabic English (voice/text) Channels Mobile web, WhatsApp, Desktop Portal Webchat, future Alexa, IVR ready Avg. Monthly Sessions 15,000+ 8,000+ Tier-1 Query Resolution 60% automated 70% automated Average Onboarding Time Drop ↓ 35% via guided flows ↓ 50% in repeat order inquiries Backend Integration Wallet, Remittance, Ticketing APIs Order, Delivery, CRM Systems

By leveraging the right conversational stack for the right domain , 18North delivered AI-powered bots that not only automated customer support, but also scaled across cloud infrastructure, language barriers, and transactional complexity. These pre-LLM BOTs remain extensible — ready to evolve into hybrid or LLM-augmented assistants in future rollouts.

AFcare (AF eClinic) is a digital health platform designed by 18North for a UK-based healthcare group focused on helping patients and charities tackle Atrial Fibrillation (AF) through assisted diagnosis and treatment planning. The platform enables self-diagnosis, caregiver assistance, and medical consultation support — all via a secure, multi-tenant web application with personalized workflows. With AFcare, 18North built a decision-tree-driven, API-centric diagnostic and treatment engine , helping users determine their AF type, assess stroke/bleed risks, and access tailored treatment options using clinical protocols.

Educational Initiatives (Ei), a pioneer in K–12 learning innovation, partnered with 18North to conceptualize, design, and develop the QMC Portal , a digital-first platform for managing the lifecycle of educational questions. From authoring to multilingual rating, the QMC system empowers decentralized question creation, review, and quality assurance. 18North delivered the Minimum Viable Product (MVP) through an agile, sprint-led approach using a secure, scalable full-stack web architecture.

FAQs Archive - Page 2 of 6 - We build, maintain, and modernize elegant and performant digital services

Outcome / Impact
ML Optimization System Operationalized: Tiger’s Optimizer transitioned from dev tool [...]
Conclusion
This co-created solution between Tiger Analytics and 18North demonstrates the [...]
Project Overview
As digital adoption accelerated across customer-facing channels, two global organizations [...]
Customer Context
Fintech BOT (Dialogflow): Client: A digital payments organization in the [...]
Challenge
Multilingual Demand: Arabic and English had to be fully supported [...]
Solution
18North implemented two independent, domain-specific conversational platforms: A. Fintech BOT [...]
Outcome / Impact
Metric Fintech BOT (Dialogflow) Retail BOT (Amazon Lex) Languages Supported [...]
Conclusion
By leveraging the right conversational stack for the right domain, [...]
Project Overview
AFcare (AF eClinic) is a digital health platform designed by [...]
Project Overview
Educational Initiatives (Ei), a pioneer in K–12 learning innovation, partnered [...]

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