How a Nigerian Fintech Cut Support Tickets by 72%
A Lagos-based digital bank deployed a custom AI assistant to handle account inquiries across WhatsApp and their web portal - replacing a 12-person first-line support tier and slashing ticket volume within a month.
Impact metrics
Weekly tickets
<8s
avg response
98%
CSAT score
72%
reduction in support tickets
<8s
average response time
98%
CSAT on automated responses
3 weeks
from kickoff to production
01The Challenge
The client's support team was handling 1,200+ tickets per week, 60% of which were repetitive questions about account limits, transfer statuses, and KYC requirements. Agent burnout was high and first-response time averaged 4 hours.
02The Solution
We trained a custom GPT on 400+ internal documents - FAQs, policies, and product manuals. We implemented RBAC so agents could escalate to human support when needed, and integrated the assistant into their WhatsApp Business channel and customer web portal.
- 400+ internal documents ingested into a private vector store
- RBAC with three access tiers: customer, agent, and supervisor
- WhatsApp Business API integration with live handoff to human agents
- Real-time admin dashboard for conversation monitoring
03The Outcome
Within 30 days of deployment, the bank saw a 72% reduction in incoming support tickets. Average first-response time dropped from 4 hours to under 8 seconds. The support team was redeployed to handle complex escalations, improving job satisfaction and customer outcomes simultaneously.
“We expected it to handle maybe 30% of queries. It handled 72% from week one. The ROI was immediate.”
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