Fintech / Customer Experience

Customer Service: GenAI Support Module

Generative AI, Automated Claims

Client

A Cashback & Rewards Platform

Platform

GenAI Support Module

Region

Global

Timeline

72-Hour Claims Resolution

40% Ticket ReductionAutomated the majority of low-level support inquiries
Rapid Resolution85% of claims now resolved within 72 hours
NPS Boost20% rise in user trust and platform satisfaction

The Challenge

High support ticket volumes regarding missing cashback were driving up operational costs and eroding user trust. Most queries were repetitive and could be solved with better data visibility and automation.

What We Built

  • CortexCraft built a self-serve support ecosystem.
  • We integrated a GenAI assistant that guides users through the claims process, verifies transaction history in real-time, and resolves issues without human intervention.

The Result

40% Ticket Reduction: Automated the majority of low-level support inquiries. Rapid Resolution: 85% of claims now resolved within 72 hours. NPS Boost: 20% rise in user trust and platform satisfaction.

Prefer A Walkthrough?

Book A Guided Demo With Our Team

Tell us how your team works today and we'll show a live walkthrough mapped to your scenario, and scope what a rollout looks like.

We'll call within ~30 seconds. The call takes about 2 minutes.

Ready to see it in your workflow?

Tell us the operation you want to automate and we'll show you the product that fits — running on your scenario.

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