Your business just added 2.5 million new customers, almost overnight ... and your phone lines are already maxed. So now what do you do?
This was the challenge faced by digital bank Neo Financial, one of the fastest-growing fintechs in the world. After a recent partnership with HBC, they introduced millions of new customers into their ecosystem — along with increased demand on their customer support operations.
At the time, 80% of customer inquiries came through voice support, requiring manual authentication and extended handling times. They knew these traditional support channels wouldn’t cut it.
By introducing their AI agent through ada, Neo transformed its customer support:
✅ 5X faster response times — from nearly 10 minutes to under 2 minutes
✅ 50% reduction in agent workload, freeing up teams for more complex inquiries
✅ Shifted from 80% voice support to a 50/50 chat-to-voice balance
✅ Higher CSAT scores for AI interactions compared to traditional chatbots
These aren’t just efficiency gains — they’re real improvements in customer experience. Neo’s approach shows that automation isn’t about replacing human interaction but making it faster, more seamless, and far more scalable.
Thanks to Shannon Burch and the team for sharing their insights! We're proud to work alongside them as they transform digital banking for Canadians.
Our resolution rate was high, like out of the gate it was between 50 and 60%, almost reached in the very beginning. Neil has been awarded the fastest growing company in Canada and the fastest growing tech company in Canada 2 years in a row. And so you can imagine with that kind of scaling and the number of new customers we get every year, we needed to look for ways to help customers in a very efficient and cost effective way. We saw 50% reduction in agent first interactions across all of our channels. Need to answer has gone from where it was supposed to 10 minutes. And now we're down under 2. I think we could make it a fair statement that all of us are pretty emotionally attached to our money. And one of the things that ADA allowed us to do was to get that instant response to when customers ran into friction and start to build that trust and loyalty. Because we're so new, we've always had that design principle to push them back into the app or the website so that the next time they can just, you know, effort, they go and do it themselves. The education part is phenomenal in the AI agent when other. More complex thing than it does a really good job of is transaction disputes. So we have a way inside of our digital experience to be able to dispute a transaction, and it is good about walking the steps of that and making sure that people can get those taken care of. My leadership team spends a whole bunch of time chewing humans. We should spend just as much time queuing the AI agent in order to make sure we get the same brand and the same experience in both. Do you think that there's lots of value in voice? We're just monitoring when the customer's ready for it, which I anticipate not going to be that long. I think that that really will be a game changer for everybody. There was specific reasons that we picked Ada for our partnership. 1 is innovative and constantly trying to improve and and grow and evolve in this ever changing really fast-paced technology ecosystem we're all living in. And secondly, just like the support, it's just a really good partnership, people that I work daily with from Ada. Interested in what we're doing in the business? You know are always there to offer assistance but never pressure us to move One Direction or another?
