Ada Case Studies AI-Driven Customer Service Transformation: A Case Study on Qapital

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	AI-Driven Customer Service Transformation: A Case Study on Qapital Ada

AI-Driven Customer Service Transformation: A Case Study on Qapital

Ada

Technology Category	Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Cement Finance & Insurance
Applicable Functions	Product Research & Development Sales & Marketing
Use Cases	Chatbots Time Sensitive Networking
Challenge	Qapital, a mobile-only banking service, was facing a significant challenge in managing customer service inquiries. Despite being recognized as 'the Most Innovative App of the Year' by Google in 2017, Qapital's reliance on Zendesk live agents for customer service was proving to be a bottleneck. The company was experiencing long wait times and an ever-growing ticket list, which was not only frustrating for customers but also made it difficult for the agents to focus on more complex questions. As a company that aimed to digitize the conservative banking industry, Qapital was keen on bringing the same level of innovation to its customer support. Read More
About Customer	Qapital is a mobile-only banking service that was listed by Google as ‘the Most Innovative App of the Year’ in 2017. The company was founded with the aim of digitizing the conservative banking industry, making it easier and more intuitive for customers to plan, invest, and save based on their personal finance goals. As the company grew, it saved its customers more than $1 billion. However, its reliance on Zendesk live agents for customer service was creating roadblocks, with long wait times and an ever-growing ticket list. Read More
Solution	Qapital decided to integrate an AI-powered customer service chatbot to handle customer inquiries. The company partnered with Ada's Automated Customer Experience (ACX) Consultants to launch a 24/7 AI-powered customer service chatbot in just 30 days. The chatbot was designed to integrate seamlessly with Zendesk, providing a smooth transition from bot to live agent when necessary. It also offered a mobile-friendly, omnichannel experience. Importantly, the chatbot could be managed by a non-technical team, allowing a customer support agent to build and manage the chatbot without the need for developers. This enabled the support agent to create, add, update, and strengthen content instantly whenever required. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Cement

Finance & Insurance

Applicable Functions

Product Research & Development

Sales & Marketing

Use Cases

Chatbots

Time Sensitive Networking

Challenge

Qapital, a mobile-only banking service, was facing a significant challenge in managing customer service inquiries. Despite being recognized as 'the Most Innovative App of the Year' by Google in 2017, Qapital's reliance on Zendesk live agents for customer service was proving to be a bottleneck. The company was experiencing long wait times and an ever-growing ticket list, which was not only frustrating for customers but also made it difficult for the agents to focus on more complex questions. As a company that aimed to digitize the conservative banking industry, Qapital was keen on bringing the same level of innovation to its customer support.

About Customer

Qapital is a mobile-only banking service that was listed by Google as ‘the Most Innovative App of the Year’ in 2017. The company was founded with the aim of digitizing the conservative banking industry, making it easier and more intuitive for customers to plan, invest, and save based on their personal finance goals. As the company grew, it saved its customers more than $1 billion. However, its reliance on Zendesk live agents for customer service was creating roadblocks, with long wait times and an ever-growing ticket list.

Solution

Qapital decided to integrate an AI-powered customer service chatbot to handle customer inquiries. The company partnered with Ada's Automated Customer Experience (ACX) Consultants to launch a 24/7 AI-powered customer service chatbot in just 30 days. The chatbot was designed to integrate seamlessly with Zendesk, providing a smooth transition from bot to live agent when necessary. It also offered a mobile-friendly, omnichannel experience. Importantly, the chatbot could be managed by a non-technical team, allowing a customer support agent to build and manage the chatbot without the need for developers. This enabled the support agent to create, add, update, and strengthen content instantly whenever required.

Impact #1	The implementation of Ada's AI-powered chatbot transformed Qapital's customer service operations. It enabled a customer support agent to build the chatbot without developers, thus saving time and streamlining priorities. The chatbot integration with Zendesk removed the most automatable support tickets, allowing Qapital’s agents to shift their time from handling every issue to only managing those that are high-value and need the human touch for resolution. Furthermore, the data captured from Ada’s chatbot dashboard is now used in weekly Customer Support, Product, and Development meetings to provide ongoing insight into customer behaviour. This data is then used to identify and improve the mobile app, helping to stay innovative and maintain the company’s user-friendly commitment.

Impact #1

The implementation of Ada's AI-powered chatbot transformed Qapital's customer service operations. It enabled a customer support agent to build the chatbot without developers, thus saving time and streamlining priorities. The chatbot integration with Zendesk removed the most automatable support tickets, allowing Qapital’s agents to shift their time from handling every issue to only managing those that are high-value and need the human touch for resolution. Furthermore, the data captured from Ada’s chatbot dashboard is now used in weekly Customer Support, Product, and Development meetings to provide ongoing insight into customer behaviour. This data is then used to identify and improve the mobile app, helping to stay innovative and maintain the company’s user-friendly commitment.

Benefit #1	Launched a 24/7 AI-powered customer service chatbot in only 30 days
Benefit #2	The chatbot solves more than 25,000 customer issues per month
Benefit #3	Less than half of the inquiries now require live agent support

Benefit #1

Launched a 24/7 AI-powered customer service chatbot in only 30 days

Benefit #2

The chatbot solves more than 25,000 customer issues per month

Benefit #3

Less than half of the inquiries now require live agent support

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Overview

AI-Driven Customer Service Transformation: A Case Study on Qapital

Operational Impact

Quantitative Benefit