Scaling Customer Support with AI for a Fintech Startup
Project Overview
For a digital lending platform, we built an AI agent that resolved 70% of incoming queries without human intervention. It integrated with the company's CRM, KYC systems, and email to provide accurate, real-time assistance.
Duration
6 weeks
Team Size
4 specialists
Industry
Fintech
The Business Need: A Growing Startup Drowning in Support Requests
A fast-scaling digital lending platform was experiencing the classic challenge of growth: customer support demand was outpacing headcount.
As the platform expanded across India, daily customer inquiries flooded in—ranging from loan status checks to KYC clarifications, eligibility issues, document submissions, and payment queries. The small human support team was under pressure:
Key Challenges
- Long response times and customer frustration
- High cost per ticket with plans to hire aggressively
- Delays in onboarding due to KYC-related questions
- Operational risk from inconsistent responses
The startup needed a scalable, intelligent solution that could handle support with speed, accuracy, and empathy—without adding headcount.
The Solution: A Smart, Integrated AI Support Agent
Syncortex developed and deployed an AI-powered Customer Support Agent—a virtual assistant purpose-built to handle 70%+ of support requests autonomously, while escalating edge cases to human agents.
Key elements of the solution:
Real-Time Query Resolution
The agent was trained to understand natural-language questions in English, Hindi, and Hinglish. It could respond to common queries related to loan applications, repayments, disbursement delays, and document uploads.
CRM Integration
Pulled real-time customer and loan data to personalize responses.
KYC Platform Connection
Verified document status and guided users on next steps for completion.
Email Infrastructure
Used to track prior conversations and send confirmations when needed.
Smart Escalation
Only unresolved or sensitive cases were passed to human agents—with full context, saving time and improving resolution rates.
Low Code, Rapid Deployment
Built using Syncortex's Agentic AI framework, the system was fully functional within 6 weeks, with iterative improvements based on live usage.
The Outcome: Instant Support with Dramatic Efficiency Gains
The AI agent quickly became the first line of customer support, resolving issues that previously consumed hours of manual work.
Key Results
70%+ of queries auto-resolved
Without human involvement—freeing up the support team for complex or escalated cases.
Response time dropped from hours to seconds
Providing real-time confidence and improving trust with customers.
Onboarding efficiency improved by 40%
As the agent proactively guided users through KYC and document submission steps without delays
Multilingual engagement
Increased accessibility, especially for Tier 2 and Tier 3 customers.
The Impact: Customer Delight at Scale, Without the Overhead
This transformation helped the startup scale operations without scaling costs—achieving operational excellence, happier customers, and a support experience that felt premium, even with minimal human touch.
Long-term Business Benefits
- Reduced support cost per user by over 60%
- Improved NPS scores and repeat user engagement
- Created a scalable model ready for geographic expansion
- Unlocked growth capacity without corresponding support headcount increase
- Generated valuable customer interaction data for product improvements
By implementing an intelligent, context-aware AI agent, the fintech startup was able to provide enterprise-grade customer support with startup resources—creating a significant competitive advantage in their market.
Ready to Transform Your Business?
Get in touch with our experts to discuss how we can help you achieve similar results
Contact Us
Ready to transform your business? Get in touch with our experts today.
This website uses cookies to enhance your experience and analyze site traffic. By clicking "Accept", you consent to our use of cookies.