Financial Services
6 min read
Digital Bank Achieves 89% Self-Service Rate with AI Banking
A digital bank needed to scale customer support without proportional cost increase. Using Dexo.chat's AI banking bot, they achieved 89% self-service rate.
*2 million+ account holders
Digital Bank
150+ employees
Southeast Asia
89%
Self-Service Rate
60%
Cost Reduction
4.6★
App Store Rating
24/7
Availability
The Challenge
Support costs were unsustainable:
- Support volume growing 40% quarterly
- 70% of queries for balance and transactions
- Customers expecting 24/7 instant support
- Complex security requirements
- Call center costs threatening unit economics
The Solution
Dexo.chat delivered secure AI banking:
Account Services Bot
Secure balance checks, statements, and transaction history.
Payment Assistance
Bill pay, transfers, and transaction dispute handling.
Card Management
Card activation, limit changes, and loss reporting.
Secure Authentication
Biometric and OTP verification integrated.
"Our AI bot handles 89% of queries instantly. Customers love the convenience, and our unit economics finally work."
The Results
After 12 months:
89%
Self-Service Rate
Handled without agent
60%
Cost Reduction
In support operations
4.6★
App Store Rating
Up from 3.8 stars
24/7
Availability
With instant response
Key Takeaways
Most banking queries can be automated
Security and convenience can coexist
Self-service improves satisfaction
AI enables profitable unit economics
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