The challenge
A fast-growing fintech was adding customers faster than it could hire support. Agents spent their day on repetitive lookups, refunds and status updates. First response time had crept into hours, CSAT was slipping, and hiring more agents only moved the problem.
Our approach
We started with a one-week discovery to find the tickets that ate the most time. The top three categories were refunds, account status and transaction lookups, all of which followed clear rules on data the team already had. We scoped a copilot that would draft and, where safe, complete these actions with a human approving anything sensitive.
What we built
- An agent connected to their support desk, payments and data warehouse
- Drafted replies and one-click actions for the top ticket types
- Guardrails and approvals on anything touching money
- A live dashboard of volume, resolution time and automation rate
The results
A working version shipped in five weeks. Within a quarter, manual handling of the top categories fell 72% and first response dropped from hours to under two minutes. Agents moved to complex cases instead of copy-paste work. We still run the copilot, tuning it monthly as ticket patterns shift.
“They shipped our support agent in five weeks and it has run ever since. Response time dropped from hours to two minutes.”
— COO, fintech scale-up
Client identified on request under NDA. Figures are this engagement’s measured outcomes.
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