Payflex is a leading buy now, pay later (BNPL) provider in South Africa, offering customers the flexibility to split their purchases into four interest-free payments. As their popularity grew, so did the amount of customer queries, leading to increased pressure on their service team.

The challenge: 

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

• A significant spike in support desk tickets following the release of their new pay-in-3 product

• Slow and manual processes for customer verification and detail updates

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

• Difficulty in scaling support to keep up with consistent growth

• High costs and time spent on training human agents

• Inconsistent response times impacting customer satisfaction

Payflex needed a solution that could handle many customer queries efficiently, provide round-the-clock support, be the first line of defence for live agents, and maintain high levels of customer satisfaction while keeping costs down and reducing dependency 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:

• Capable of handling complex queries related to payments, account issues, and general inquiries

• Available 24/7, providing instant responses to customer questions

• Continuously learning and improving from crawling the Payflex website and the knowledge documents uploaded by the team

• Successfully routing complex queries to live agents when necessary

Implementation and integration

The rollout of Cue's AI solution proved to be remarkably smooth and efficient, exceeding Payflex's expectations. Several factors contributed to the speed and effectiveness of the deployment:

• Training the AI agents on existing customer queries was a simple process

• The Payflex team was and can directly contact Cue's account managers for support, ensuring quick resolution of any issues

“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

The implementation of Cue's AI solution led to remarkable improvements:

• 82% resolution rate 

• Significant reduction in support costs

• Drastically improved response times, with most queries, answered instantly without needing to be routed to a human agent

• improved customer satisfaction due to quick and accurate responses

• Ability to provide 24/7 support without increasing staffing costs

• More efficient use of human agents, who could focus on complex, high-value interactions

• Reduced time and costs associated with 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. Customer messages Payflex via their website chat

2. The AI agent analyses their query, and if trained on that topic, it provides instant and accurate responses.

3. If the query is complex or requires human intervention, the AI successfully routes the conversation to a live agent.

4. The human agent receives the full context of the conversation, ensuring a smooth transition.

Not only did Payflex significantly reduce costs but they also dramatically improved response times and customer satisfaction. AI allows the support team to confidently focus on complex issues and strategic initiatives, knowing that most queries are handled efficiently and automatically. 

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

AI allows Payflex to scale its support to match its rapid business growth and new product launches, maintain high customer satisfaction despite increasing query volumes, and provide consistent, accurate information across all support channels. 

Instantly resolve customer queries with Cue AI agents

Using AI Agents has enabled Payflex to achieve an 82% resolution rate, setting a new standard for customer service in the Financial services space.

Ready to give your customer support the boost it needs to achieve results like Payflex? Contact Cue today for a demo and discover how our AI-powered solutions can transform your customer service operations, helping you scale effortlessly and delight your customers 24/7.