Redefining customer experience in Fintech: How NG.CASH is setting new support standards for Gen Z in Brazil.

NG.CASH is a leading Brazilian digital banking platform tailored for Gen Z, offering innovative financial solutions such as prepaid cards, crypto investment accounts, and PIX payments. Their mission is to empower the younger generation through accessible and educational tools, promoting financial independence and literacy.

As a disruptor in the fintech space with over a million customers, NG.CASH understands that superior customer experience is crucial for building trust and loyalty among its users. Catering to a demographic that values fast, personalized interactions, NG.CASH sought an innovative and scalable approach to effectively engage with teenagers across Brazil.

Before partnering with Decagon, NG.CASH utilized a decision-tree support platform that required constant maintenance and left the majority of customer inquiries unresolved or escalated for manual intervention. Key challenges included:

1. Low Resolution Rate: Only 13% of inquiries were autonomously resolved, leading to friction in customer interactions, high operational costs, and elevated account closures.
2. Complex Inquiries: Financial-related customer inquiries demanded high levels of accuracy and auditability.
3. Rising Support Demand: A 3-4x increase in support inquiries through chat and email require proportional growth in support staff, driving up operational costs.

These limitations hindered NG.CASH’s ability to maintain an agile, cost-efficient support model while delivering the engaging and helpful experience their Gen Z audience expects.

After evaluating three leading AI providers through a competitive assessment, NG.CASH selected Decagon for its unique approach to AI agents. Decagon stood out by offering transparency throughout its product and introducing category-defining Agent Operating Procedures (AOPs), which ultimately delivered the most successful results.

Decagon’s generative AI solutions provided several key enhancements:

1. 24/7 Personalized Support: Decagon enabled NG.CASH to offer real-time, personalized support across chat and email channels, ensuring customers receive assistance whenever they need it.
2. Scalability: Decagon’s solutions allowed NG.CASH to efficiently manage a rapidly growing customer base without the need to expand the support team. This scalability was crucial as NG.CASH experienced a 3-4x increase in inquiry volumes.
3. Increased Customer Retention: Faster response times resulted in increased customer satisfaction that then translated into increased retention rates among NG.CASH’s Gen Z user base.
4. Conversational AI tailored for Gen Z: Decagon’s natural language AI was fine-tuned to match the language and communication styles preferred by NG.CASH’s tech-savvy users, transforming support interactions into engaging and delightful experiences.

By adopting Decagon’s AI-powered solutions, NG.CASH transitioned from a reactive, inefficient support model to a scalable, cost-effective customer experience strategy.

The partnership between Decagon and NG.CASH delivered measurable success:

1. Improved deflection rate - Increased to 70% with Decagon’s AI Agents, significantly reducing manual escalations.
2. Optimized staffing – Avoided the need to hire over 35 additional agents while managing growing inquiry volumes, leading to substantial cost savings.
3. Expanded reach – Following NG.CASH’s acquisition of Z1’s customer base, the company reached six million accounts, without increasing its customer support team or requiring excessive preparation time.

Decagon’s partnership with NG.CASH exemplifies how generative AI is transforming customer experience into a competitive advantage. By adopting agentic AI solutions, NG.CASH enhanced its CX operations while reinforcing its status as a leading neobank for Brazil’s younger generation. With Decagon, NG.CASH is now poised to seamlessly manage future growth while continuing to redefine customer experience standards in the fintech industry.