About Uni

Founded in 2020, Uni is a disruptor in India’s highly competitive credit and banking markets. It is committed to customer-centric innovation through a highly accelerated software development cycle. Uni prides itself on delivering an exclusively branchless digital experience that enables financial accessibility for tens of millions of customers, offering innovative features such as 24-karat gold rewards, zero foreign exchange markup, instant approval, and additional perks.

The Challenge: Operational Overload in a Build Fast, Ship Faster Engineering Culture

As Uni cranked up feature velocity to outpace the competition, each release set off a chain reaction across its 50+ microservices and six engineering pods:

• Struggled to keep up with the surging number of alerts, even with rapid team expansion and on-call rotation where 10% of engineers were on call at any given moment,
• Unchecked, lower-priority signals piled up, causing critical warnings to sometimes be buried in the noise.
• Junior engineers frequently bounced between contexts for initial triage, only to turn to senior engineers for help.
• That friction chipped away at focus time, dragging down developer productivity and diluting overall engineering velocity.
• Slower response times meant roughly one in four incidents first bubbled up via end users, adversely impacting the seamless experience Uni prides itself on.

Before these cascading challenges of a hyper-growth business could threaten financial transactions or erode customer trust, Uni leadership prioritized building a scalable, reliability-first Agentic AI approach to maintain their growth velocity and the seamless digital experience their customers expect.

A Mindset Shift for a New Approach

As Uni began evolving its operating model from an exclusively growth-focused culture to one that included stability, the engineering team realized that the status quo on maintaining production systems was no longer viable. Uni defined a strict set of requirements to ensure that the new solution is based on four pillars:

• Uni required that the solution remove most of the engineers' manual toil across incident triaging, investigations, and root cause analysis to accelerate MTTR by eliminating the dependency on human tribal knowledge.
• They required a solution that could easily snap into their development lifecycle and maintain a living record of the production systems while continuously learning from each interaction. The solution also required that it provide instant insights without adding operational overhead while triaging and investigating every alert.
• The solution needed to integrate with their Kubernetes-based infrastructure on AWS, as well as with Grafana, Prometheus, and OpenTelemetry within their observability stack. Additionally, it required support for Slack for incident management and distributed tracing, as well as service-level diagnostics across all their production systems.
• Complying with the Reserve Bank of India’s mandates to keep sensitive data in country while enforcing strict security and governance requirements was non-negotiable.
  
  

The Solution: The Agentic AI Way Forward

Uni integrated Resolve AI directly into their alerting system, freeing their engineers to focus on user engagement and innovation. Every alert is now automatically evaluated within Slack, ensuring that only those with genuine issues require engineering intervention, while less critical signals are handled autonomously by Resolve AI. Every engineer is also empowered to initiate on-demand investigations in response to customer complaints. Resolve AI’s ability to traverse system dependencies lets it quickly pinpoint the root cause and route the right notifications to the appropriate team.

With Resolve AI, Uni eliminates manual triage, improves MTTR by 65%, and ensures that only the most urgent issues disrupt development workflows. This enables engineers to devote twice as much time to enhancing the digital experience and delivering new product features that increase in-app conversion.

With Resolve AI, Uni now benefits from:

• 100% alert investigation with thousands of alerts investigated per month.
• Every on-call team can continue to focus on building and picking up smaller tasks while trusting Resolve AI to handle the triage and RCA.
• A 24/7 agentic AI system that applies human-like reasoning to use system, tooling, and tribal knowledge to triage and investigate all priority incidents at a massive scale.
• Learns and maintains the nuances of their hyper-accelerated development cycle, making the knowledge available to every developer.
  
  

Scaling access to financial accessibility with Agentic AI

For Uni, reliability isn’t just an engineering goal; it’s fundamental to democratizing financial accessibility at scale. In a market where consumer experience, product differentiation, and trust define success, operational resilience must evolve alongside innovation.

As Uni continues to push the boundaries of digital finance, Resolve AI has become an integral part of its engineering workflows, serving as the Agentic AI that understands, reasons, and learns in real-time across its entire production systems. By removing operational toil from developers, Resolve AI helps Uni ensure that every service, transaction, and customer interaction is reinforced by a foundation of resilience.

This isn’t just about mitigating incidents. It’s about a new approach where velocity and reliability are no longer competing forces but complementary strengths that propel Uni forward.