Customer care workload cut by 65%.
ROI up 1,200%.
An AI workflow that reads every enquiry — voice or text — resolves the routine ones instantly, and hands the rest to agents with the groundwork already done.
care workload
function’s ROI
each year
down from hours or days
Client
A mid-sized FinTech with a large customer care function handling 16,200 enquiries a year across voice and text.
Goal
Cut the team’s workload substantially — without degrading customer experience, accuracy or financial services compliance.
Every enquiry looked the same until a human read it.
The team was carrying high operational costs, long handle times and inconsistent response times — enough to threaten both customer satisfaction and the service expectations that come with financial services.
The real problem was telling enquiries apart at scale. Simple requests — balance checks, status updates, PIN resets — clogged the same queue as disputes, fraud investigations and multi-step account changes. Everything waited for a human, so everything was slow.
Three constraints were non-negotiable:
- Routine requests had to resolve automatically, with sensitive interactions staying accurate and compliant
- Customers could never be trapped in a long, rigid bot journey — a human had to be one ask away
- Net Promoter Score could not fall while the cost base came down
A workflow that reads first, routes second.
Every incoming enquiry — spoken or written — is classified as simple or complex from its content. Calls go through speech-to-text to capture intent; text channels get intent and entity extraction directly. Confidence thresholds decide whether a case is automated or escalated.
Simple enquiries route to automated handlers: secure transactional APIs for balance and status queries, and dynamic knowledge-base responses for everything else. Complex enquiries reach agents with an AI-generated summary and suggested next steps already attached — and where confidence allowed, generative workflows resolved them end-to-end.
We’ve all suffered the call line where you press 87 buttons just to hit a dead end. This was built customer-experience first — natural language, short prompts, and a human one ask away.
Rollout was deliberately cautious for a regulated environment: a pilot on 10% of volume, continuous retraining from live feedback, strict accuracy and compliance monitoring, and full CRM and telephony integration. Data governance, access controls and audit trails covered every automated financial interaction.
Two-thirds of the workload, gone.
The operation now scales without scaling headcount, inside the compliance controls financial services demands — proof that thoughtful automation can cut costs and improve the customer experience at the same time.
* Case studies reflect work undertaken by our Heads of AI either during their tenure with Head of AI or in prior roles before they were part of the Head of AI network; they are provided for illustrative purposes only and are based on conversations with our Heads of AI.
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*Case studies reflect work undertaken by our Heads of AI either during their tenure with Head of AI or in prior roles before they were part of the Head of AI network; they are provided for illustrative purposes only and are based on conversations with our Heads of AI.