Automating Tier-1 Support with a Custom AI Agent

Overview

FinServe is one of Europe's fastest-growing digital banks. As their customer base expanded to over 2 million active users, their traditional support infrastructure struggled to keep pace, leading to long wait times and frustrated customers.

Challenge

The primary challenge was scale. FinServe relied heavily on manual data entry and human routing. During peak hours or market volatility events, support queues would back up, resulting in 45-minute average wait times. Expanding the human support team linearly was not economically viable.

Solution

BASK developed and deployed a custom, securely-hosted Large Language Model (LLM) agent. This AI agent was deeply integrated with FinServe's core banking APIs, allowing it to perform actions like blocking cards, disputing transactions, and resetting credentials. Complex or emotional queries are seamlessly handed off to human agents with full context.

"Our customer satisfaction scores have never been higher. The AI agent doesn't just answer questions; it resolves complex account issues instantaneously."

S

Sarah Jenkins

Head of Customer Experience, FinServe

Benefits

The AI agent now handles 85% of all incoming tier-1 support tickets autonomously. Response times have dropped to under 2 seconds, and the human support team is now able to focus entirely on high-value, complex problem-solving, improving employee morale and reducing churn.