AI-Powered Customer Support Transformation
How we helped a leading fintech company reduce customer support costs by 70% and improve response times by 90% using intelligent AI automation.
Client Overview
Company Profile
A leading digital banking platform serving over 500,000 customers across North America. The company offers a comprehensive suite of financial products including checking accounts, savings accounts, personal loans, and investment services.
- $50B+ in assets under management
- 500K+ active customers
- 15+ years in financial services
Business Challenge
The company was struggling with escalating customer support costs and declining satisfaction scores due to long response times and inconsistent service quality across different channels.
The Challenge
Key Pain Points
- High volume of repetitive customer inquiries (5,000+ daily)
- 24/7 support requirements with limited staff coverage
- Complex financial product questions requiring expert knowledge
- Long response times during peak hours (average 2+ hours)
- High operational costs for human support agents
- Inconsistent answers across different support channels
Impact on Business
- • $2.5M annual support costs
- • 78% customer satisfaction score
- • 2+ hour average response time
- • 40% staff turnover in support team
- • 15% increase in support tickets YoY
Our Solution
Implementation Strategy
- Deployed intelligent AI chatbot with financial domain expertise
- Integrated with existing CRM and knowledge base systems
- Implemented multi-channel support (web, mobile, WhatsApp)
- Created specialized AI agents for different product categories
- Built real-time escalation system for complex queries
- Established continuous learning and improvement processes
Technology Stack
- OpenAI GPT-4 with financial fine-tuning
- Custom RAG system with financial knowledge base
- Real-time API integrations (CRM, payment systems)
- Multi-language support (English, Spanish, Portuguese)
- Advanced analytics and reporting dashboard
- Security compliance (PCI-DSS, SOC2)
Key Features
Security First
PCI-DSS compliant with end-to-end encryption
Real-time Analytics
Comprehensive reporting and performance insights
24/7 Availability
Round-the-clock support without downtime
Results & Impact
Business Impact
Project Timeline
Discovery & Planning
2 weeksAnalyzed existing support processes, identified automation opportunities, and designed solution architecture
Development & Training
4 weeksBuilt AI chatbot, integrated with systems, trained on financial products and compliance requirements
Testing & Optimization
2 weeksRigorous testing with real customer scenarios, performance optimization, and security validation
Deployment & Monitoring
1 weekGradual rollout, staff training, and continuous monitoring for performance and accuracy
“Commense AI transformed our customer support operations completely. The AI chatbot handles 85% of our inquiries with 95% accuracy, and our customers love the instant responses. We've saved over $2 million annually while dramatically improving customer satisfaction.”
Ready to Transform Your Customer Support?
Let's discuss how AI can revolutionize your customer service operations and deliver measurable results.