Adyen, a financial technology platform, is helping large companies achieve their ambitions by providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution. To improve support team efficiency and satisfaction, Adyen developed a smart ticket routing system and a support agent copilot using LLMs (Large Language Models). The company leveraged LangChain to build these applications, allowing for easy customization and the ability to switch between various LLMs. As a result, merchants receive support from technical experts most suited to respond quickly, leading to more efficient and accurate ticket routing and quicker support response times.