One of the world's largest dating platforms, home to one of the industry's most respected data science teams, faced a high-volume support cost center and an open question: could LLMs automate first-line support without the brand damage of an AI saying something unsafe on a dating app?
The bar was double-sided: answers had to be accurate, and the system had to stay composed when users asked it anything at all. The platform also wanted to understand whether AI belonged in the dating experience itself.
Lazer built an LLM support chatbot POC trained on more than 40,000 real support tickets, deployed in a controlled Lazer-hosted environment. Retrieval over historical tickets was paired with evaluation infrastructure tracking both answer accuracy and brand risk, plus a customizable default prompt giving the platform direct control over the agent's voice and boundaries.
Years of support history were transformed into the retrieval foundation for an agent targeting a high-volume cost center.
The POC won over the platform's CEO, CPO, and ML team, with the CPO pushing to get the capability into the app, the adoption signal pilots rarely achieve.
The engagement expanded from a single engineer to a multi-engineer sprint embedded with the data science team, spanning internal AI and new product surfaces.
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