How Sling Money scaled customer support during 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.
Industry
Headcount
50%
78%
Challenge
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 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
Aliny Penrose
Head of Operations
Solution
Sling Money implemented Gradient Labs Al to create a scalable and intelligent customer support solution:
Integrated Gradient’s Al 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 Al 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 Al 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
Results
The impact of Gradient Labs Al Agent on Sling Money’s customer support was immediate and substantial and was further improved over time:
Out of the box resolution rate
Day 1: 50% of customer inquiries resolved automatically.
50%
Day 1 resolution rate
From great to even better: resolution rate growth
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%.
78%
Optimised resolution rate
Effortless scaling
Customer support capacity now automatically expands during growth spikes. No need to rush-hire additional support staff during busy periods. Multilingual Al agent supports customers in their preferred languages.
Enhanced team focus
Support team now concentrates on complex cases and high-value interactions. Reduction in repetitive inquiries handled by human agents.
Stress reduction
More predictable workload for the support team. Confidence that sudden growth won’t overwhelm support capabilities.
