I still remember the day our support team at Twig faced its toughest challenge: hundreds of customers, each wrestling with complex FinTech products, all flooding our inbox at once. It felt like trying to drink from a firehose—our agents were overwhelmed, tickets piled up, and customers waited… and waited.

That’s when we asked ourselves: What if we could hand off the very first response to an AI agent trained just for FinTech? Imagine a tireless teammate who understands loan workflows, payment errors, and regulatory nuances—ready to answer simple questions, look up account details, or even initiate administrative actions, around the clock.

We decided to prototype it: within days, our AI support agent was fielding tier-one queries at 3 AM on a Sunday and during peak tax season rushes. The result? Tickets got answered in seconds, our human agents focused on the trickiest issues, and CSAT scores started climbing. Best of all, we did it all in a SOC 2-compliant environment—so security and compliance never took a backseat.

FinTech is the perfect storm for AI support: complex products, enormous customer bases, and zero room for delays. By letting AI be the first responder, we keep customers happy 24/7 and empower our team to solve the problems that truly need a human touch.

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