How Payflex resolves 82% of customer queries with Cue AI

Payflex is a leading buy now, pay later (BNPL) provider in South Africa. It lets customers split their purchases into four interest-free payments. As Payflex grew, so did the number of customer queries. That put more pressure on their service team.

The challenge: 

Before partnering with Cue, Payflex faced the following challenges as their business scaled:

• A big spike in support desk tickets after the launch of their new pay-in-3 product.

• Slow, manual processes for verifying customers and updating their details.

• The need for 24/7, round-the-clock support.

• Difficulty scaling support to keep up with steady growth.

• High costs and time spent on training human agents.

• Uneven response times that hurt customer satisfaction.

Payflex needed a solution that could handle many customer queries with ease and give round-the-clock support. It had to be the first line of defence for live agents. It also had to keep customer satisfaction high while keeping costs down and relying less on human reps.

“We identified that many of our customer queries were similar in nature and could be addressed by AI.” — Chris Olsen, Payflex COO

Cue's AI solution

Payflex turned to Cue for an AI-powered approach to transform their customer support:

AI Agents

Cue's AI agents became the cornerstone of Payflex's customer support strategy:

• They handle complex queries about payments, account issues and general inquiries.

• They are available 24/7 and give instant replies to customer questions.

• They keep learning and improving by crawling the Payflex website and the knowledge documents the team uploads.

• They route complex queries to live agents when needed.

Implementation and integration

The rollout of Cue's AI solution was remarkably smooth and efficient. It went beyond what Payflex expected. Several factors made the rollout fast and effective:

• Training the AI agents on existing customer queries was simple.

• The Payflex team could, and still can, contact Cue's account managers directly for support. That means any issue gets resolved quickly.

“Cue proved to be the quickest and most effective service provider for AI and WhatsApp integration out of all other providers.”

The results: Efficiency and customer satisfaction

Cue's AI solution led to remarkable improvements:

• 82% resolution rate. 

• A big cut in support costs.

• Much faster response times. Most queries are answered instantly without going to a human agent.

• Happier customers thanks to quick and accurate replies.

• 24/7 support without higher staffing costs.

• Better use of human agents, who can focus on complex, high-value chats.

• Less time and money spent on training human agents.
  
  

Here’s how the Payflex AI solution works

When a customer reaches out to Payflex via web chat, here's how the support process unfolds:

1. The customer messages Payflex via their website chat.

2. The AI agent reads their query. If it is trained on that topic, it gives an instant, accurate reply.

3. If the query is complex or needs a human, the AI routes the chat to a live agent.

4. The human agent gets the full context of the chat, so the handover is smooth.

Payflex cut costs by a large margin. It also made response times much faster and customers much happier. The support team can now focus on complex issues and strategic work with confidence. They know that most queries are handled quickly and automatically. 

“Cue’s AI agents have reduced our cost per resolution, sped up customer support resolution times, and freed our support team.”

AI lets Payflex scale its support to match its rapid growth and new product launches. It keeps customer satisfaction high even as query volumes rise. It also gives consistent, accurate information across all support channels. 

Instantly resolve customer queries with Cue AI agents

With AI Agents, Payflex has reached an 82% resolution rate. That sets a new standard for customer service in the Financial services space.

Ready to give your customer support the boost it needs to get results like Payflex? Contact Cue today for a demo. Find out how our AI-powered solutions can transform your customer service, help you scale with ease and delight your customers 24/7.