A fintech's support queue was growing faster than the team, and its best people were spending their days on the same repetitive questions instead of the hard ones.
Rather than reach for a chatbot, we scoped where AI genuinely fit, then deployed triage that prioritises and routes tickets and drafted-reply tooling that handles the repetitive majority, with a human always in the loop.
Around 60% of tickets are now auto-triaged and deflected or answered from a draft, the queue stopped growing, and the team got their time back for the cases that actually need judgement.