The Challenge
Scaling customer support and providing personalized banking info on demand without straining human support teams.
The AI Solution
"Finn" conversational banking AI integrated into the app, which answers user questions about accounts, spending, and even general advice, remembering context across follow-up questions.
Type of AI Used: Generative AI (Conversational chatbot)
Results & Impact
Within a few months of its late-2023 beta, Finn answered 100k+ questions. By mid-2024, it fully resolves ~40% of user queries and assists on another ~35%, meaning 75% of all queries get instant help.
