AI Agents for Fintech Customer Service

In a recent head-to-head evaluation for a leading neobank, Decagon was the only vendor to surpass their existing Net Promoter Score (NPS). These results reflect a fundamental shift in how support is being delivered: AI agents aren't just matching human support—they're pioneering a new standard for financial services.

Today's financial services are at a crossroads. Customers demand experiences that are more than just responsive; they expect support that anticipates needs, solves problems instantly, and delivers insights that traditional systems simply cannot provide.

But traditional support solutions are failing fintech customers. Between limited chatbots, hours-long call center queues, multi-day ticket backlogs, outdated FAQS, and confusing self-service portals, customers face constant friction—especially during urgent financial needs like suspected fraud or failed payments. This leads directly to unhappy customer churn and lost revenue.

With rapid advancements in LLMs, fintech companies find themselves at the forefront of a revolution in customer experience. By leveraging gen-AI agents that can understand context, access real-time data, and take autonomous actions, financial institutions can deliver the immediate, efficient support that modern customers deserve.

At Decagon, we’re not just solving support—we're transforming customer relationships. By delivering experiences that actually delight, we're building the foundation for truly customer-centric financial services.

Our AI agents combine fine-tuned LLMs with real-time data access integrate to deliver instant, intelligent support that goes beyond basic automation—transforming customer support from a cost center into your competitive advantage. They handle complex tasks autonomously, transform conversations into strategic insights, and amplify the capabilities of your human agents while seamlessly integrating with your existing data sources.

We’ve already powered millions of customer interactions in production via chat, email, and voice, driving higher satisfaction and deflection rates for our financial enterprise partners like Bilt and leading investment platforms.

What Decagon Offers

Decagon’s gen-AI agents transform customer service for fintech through unprecedented improvements in speed, scalability, and personalization.

	Before	After Decagon	Why?
Support Hours	Limited. During banking hours, 9 am - 5 pm on weekdays, only.	Always. 24/7 globally with multi-lingual support.	Our AI agents are reliable and scalable — maintaining consistent, high-quality performance even during high-volume periods like tax season, market volatility, or major economic events. Decagon delivers the same high-quality support whether it's handling its first customer interaction or its millionth.
Cost	Expensive. Requires a dedicated team of agents.	Support team costs decrease after partnering with Decagon.	AI automates the vast majority of support tickets. By efficiently handling routine inquiries like balance checks and transaction histories, AI frees human agents to focus on strategic activities that drive revenue growth and enhance customer relationships.
Autonomous Actions	None. All actions are handled manually by human agents.	Available & flexible, depending on the needs of your business.	Our agents can take authorized actions on behalf of customers to streamline the service experience. The ability for autonomous economic actions is a huge unlock for support but anything that touches money is extremely high stakes — we’ve added the necessary guardrails to ensure reliability and accuracy.
Personalization	None. Chatbots often surface irrelevant, non-specific docs.	Maximal. All responses are customer-specific.	Decagon deeply integrates with your existing system to provide personalized assistance by instantly accessing customer history and context. We have enterprise-grade security to handle sensitive customer data.
Top of funnel	Limited. Poor support causes silent churn.	Increased customer retention and growth.	Read silently unhappy customers.

Specific Financial Workflows

At Decagon, we’ve worked closely with fintech innovators, like Bilt and Rippling, to deeply understand the evolving challenges and needs of financial technology support. Drawing from these learnings, our team has developed a comprehensive product suite that both spans the entire support lifecycle at large and handles the unique requirements of financial services.

We thought it would be helpful to share some example use cases that our clients use Decagon for (not a complete list):

Account Management

Our AI agents integrate deeply with your existing tools and internal APIs to handle all account-related queries with precision and security.

1. Opening a new account. First impressions are everything for businesses looking to build long-lasting customer relationships. Our AI agents integrate directly with your systems to handle the entire account workflow autonomously, reducing a process that typically takes days into one that takes minutes.
2. Change personal information. Whether it's a new address after moving, updated contact details, or modified employment information, our AI agents handle common life updates swiftly and securely — ensuring customers can easily manage their information without lengthy support interactions.
3. Account verification. Decagon's AI agents securely verify each customer’s identity so support can be personalized based on specific customer history & details.
4. Add a user to an account. Managing multiple users on financial accounts requires precision and security. Our AI agents streamline this process, setting up authorized users and maintaining security protocols throughout the process.

Administrative Tasks

Administrative tasks shouldn't require a ticket. Our AI agents handle the routine yet essential tasks that keep financial services running smoothly. We automate everyday support to give your customers the immediate service they expect and your team the bandwidth they need.

1. Card management. When customers need to activate a new card or replace a stolen card, providing immediate assistance is crucial. Our AI agents handle managing PIN updates, setting travel notifications, adjusting card limits, etc. — all autonomously and securely.
2. Reward tracking. Customers of businesses like Bilt want instant access to their rewards information. Our AI agents provide real-time updates on point balances, explain redemption options, and help customers maximize their rewards programs.
3. Choosing the correct forms. Financial paperwork can be extremely overwhelming. Whether it's tax season confusion, loan applications, or international wire transfers with country-specific requirements, our agents understand customer-specific circumstances and surface the correct forms for their needs.

“Where is my money?”

Any matter that deals with money requires immediate and accurate attention — customers can’t wait for business hours or support queues. With Decagon, customers get instant answers, 24/7.

1. What happened to X payment? Our AI agents can instantly check processing status, verify routing information, and identify any potential issues with deposits. They provide clear timelines and alternative solutions when needed.
2. Status of refunds. Waiting for money back can be stressful. Decagon provides real-time tracking of refunds, including processing timelines and any required documentation.
3. Payment details. Understanding your payments shouldn't be complex. Our AI agents offer detailed visibility into orders and transaction histories, help optimize payment methods, explain fee structures, etc.

Personalized Product Advice

Beyond synthesizing details across product documentation, we provide personalized guidance tailored to each customer's unique situation.

1. What are the benefits of X? The answer to questions like “What product type is the best fit for me? What card should I use?” varies depending on each customer’s unique needs. Because our AI agent system is integrated with customer data & historical activity, Decagon’s responses are maximally relevant to each user based on their individual usage patterns and requirements.
2. Feature explanations. Financial products often have lots of nuance and detail that can be oftentimes confusing for customers. Decagon’s agents can provide helpful explainers with contextual examples and practical applications, helping each customer maximize their product usage.
3. Product comparisons. Making informed decisions requires a holistic yet tailored view of all options for each customer’s specific needs. Decagon can synthesize information across disjoint knowledge bases to present detailed comparisons between products, highlighting key differences and advantages.

Insights & Analytics

Our agents provide real-time insights into customer behavior, allowing you to make data-driven decisions and optimize your product offerings.

1. Financial behavior patterns. By analyzing support interactions, Decagon can identify trends like when customers typically review their investment portfolios, common triggers for checking reward point balances, or seasonal patterns in account management requests. These insights help you proactively adapt your services and communications to match real customer behavior.
2. Pain point discovery. Our AI agents pinpoint exactly where customers struggle, whether it’s international wire transfers specifically after business hours or spikes in verification issues during app updates. These precise insights help product teams prioritize improvements that actually move the needle on customer experience.

The future of fintech customer support is autonomous, intelligent, and seamlessly integrated. With Decagon, you can provide the exceptional service your customers demand while reducing operational costs and improving satisfaction rates.

Learn how our AI agents can revolutionize your financial service operations by emailing sales@decagon.ai.