How Sling Money scaled customer support during growth spikes with Gradient Labs AI Agent

How Sling Money scaled customer support during growth spikes with Gradient Labs AI Agent

Sling Money, the app making global money movement instant and low-cost, is enabling seamless and secure cross-border transfers for users worldwide.

With rapid user adoption across multiple countries, Sling Money experienced significant growth spikes that put pressure on their customer support infrastructure. As transaction volumes skyrocketed, their primary support channels saw an unprecedented increase in customer queries around account verifications, transfer statuses, and cross-border payments.

Sling Money's diverse global customer base and the complexity of cross-border financial transactions meant they needed a sophisticated solution to scale their customer support operations without compromising quality or response times during variable growth spikes.

Sling Money, the app making global money movement instant and low-cost, is enabling seamless and secure cross-border transfers for users worldwide.

With rapid user adoption across multiple countries, Sling Money experienced significant growth spikes that put pressure on their customer support infrastructure. As transaction volumes skyrocketed, their primary support channels saw an unprecedented increase in customer queries around account verifications, transfer statuses, and cross-border payments.

Sling Money's diverse global customer base and the complexity of cross-border financial transactions meant they needed a sophisticated solution to scale their customer support operations without compromising quality or response times during variable growth spikes.

Plum, the award-winning financial app, empowers 2 million users in 10 markets to save, invest, and budget effortlessly. As Plum accelerates its growth across the EU, its primary support channel, Intercom chat, faced growing demands. 
The complexity of Plum’s multi-faceted offerings and diverse customer base meant an innovative solution was required to scale their customer support efficiently.

“Gradient AI has been instrumental in enhancing our team's efficiency. By handling a wide range of inquiries, from simple to complex, it allows our team to focus on high-value tasks and complex cases. The bot is highly conversational, accurate, and easy to set up, making it a game-changer for customer support at Sling Money.”

“Gradient AI has been instrumental in enhancing our team's efficiency. By handling a wide range of inquiries, from simple to complex, it allows our team to focus on high-value tasks and complex cases. The bot is highly conversational, accurate, and easy to set up, making it a game-changer for customer support at Sling Money.”
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Aliny Penrose

Head of Operations

Challenges

Sling Money was experiencing significant growth, leading to unpredictable spikes in customer support demand. This created challenges for their support team:

  • Support team was spending time on repetitive inquiries instead of complex issues

  • Growth phases created stress on the existing support infrastructure

  • Need to maintain high-quality and instant support

Solution

Sling Money implemented Gradient Labs AI to create a scalable and intelligent customer support solution:

  • Integrated Gradient’s AI Agent with their existing support channel (Intercom) for immediate response capabilities

  • Initially achieved a 50% resolution rate out-of-the-box on day one of implementation

  • Significantly enhanced performance over time by:

    • Integrating customer-specific data points making this available to the AI agent and resulting in a more personalised and effective experience of resolving issues

    • Utilising Gradient Lab’s procedures functionality and building guidance for handling specific situations end-to-end 

    • Configuring the AI agent to manage a comprehensive range of inquiries by adding additional knowledge through Gradient Lab’s web app 

  • Established seamless handoff to human agents for cases requiring additional attention

Company

Company

Financial Technology

Financial Technology

Challenge

Challenge

Managing customer support during periods of rapid growth and demand spikes while keeping the team lean

Managing customer support during periods of rapid growth and demand spikes while keeping the team lean

Solution

Solution

Gradient Lab’s AI Agent for customer support automation

Gradient Lab’s AI Agent for customer support automation

Results

Results

50%

50%

of all incoming queries resolved from day 1

of all incoming queries resolved from day 1

78%

78%

Resolution rate after optimisation

Resolution rate after optimisation

Results

The impact of Gradient Labs AI Agent on Sling Money's customer support was immediate and substantial and was further improved over time:

From great to even better: resolution rate growth

From great to even better: resolution rate growth

  • Day 1: 50% of customer inquiries resolved automatically 

  • After adding customer data and scenario specific procedures: 78% of overall customer inquiries are now resolved directly by the AI agent with a CSAT of up to 86%

Effortless scaling

Effortless scaling

  • Customer support capacity now automatically expands during growth spikes

  • No need to rush-hire additional support staff during busy periods

  • Multilingual AI agent supports customers in their preferred languages

Enhanced team focus

Enhanced team focus

  • Support team now concentrates on complex cases and high-value interactions

  • Reduction in repetitive inquiries handled by human agents

Stress reduction

Stress reduction

  • More predictable workload for the support team

  • Confidence that sudden growth won't overwhelm support capabilities

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Ready to navigate the complexities of generative AI and unlock its full potential for your CX operations?

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Ready to navigate the complexities of generative AI and unlock its full potential for your CX operations?

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Ready to navigate the complexities of generative AI and unlock its full potential for your CX operations?

Request a demo