Fintech
Cutting First-Response Time 92% with an Autonomous Support Agent
An autonomous AI agent that resolves tier-1 support tickets, escalates securely, and cut first-response time from 4 hours to under 20 minutes.
The Problem
Support volume had outgrown the tier-1 team. Average first response time had crept to four hours, and every ticket required manually pulling account data from three internal systems before a human could even start answering.
The Solution
We built an autonomous support agent with scoped read access to account data, a structured escalation path for anything touching money movement, and full action logging for the compliance team. The agent drafts and, for low-risk categories, sends responses directly; higher-risk categories are queued for human approval with the agent's draft and reasoning attached.
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