92.6% of calls answered instantly, no exceptions
Over a 30-day window, an inbound support agent and an outbound survey pilot handled 479 interactions for a digital payments platform, with the large majority of calls picked up the instant they came in.
When the call is about money
A digital payments platform handles transaction status, failed-payment and account questions by phone, the kind of call where every minute on hold reads as a warning sign.
Support volume was growing and issues were time-sensitive: a pending transfer or a failed payment needed an answer now, not after a queue. The platform also wanted a reliable way to measure satisfaction after a support interaction, rather than relying on occasional manual outreach.
Live support, plus a survey pilot
The inbound support agent reads the account and transaction state, resolves what it can on the call, and hands off to a human agent with full context when a case needs judgment or a manual bank trace.
A separate outbound agent runs a satisfaction survey pilot after support interactions, scoring how likely a customer is to recommend the platform.
Built for a time-sensitive line
- Discover
Map top call types
Pending transfers, failed payments and account questions were identified as the highest-volume, highest-urgency reasons for calling.
- Build
Wire into account systems
The agent was built against live transaction and account state, not a cached snapshot.
- Test
Simulate disputes
Failed-transaction and disputed-charge scenarios were run as simulated conversations before launch.
- Launch
Live on the support line
The inbound agent went live answering the main support line, with human handover always available.
- Evolve
Pilot the survey
An outbound satisfaction survey was run as a pilot on a smaller group before any decision to scale it.
What the 30-day window shows
| Metric | Result | Note |
|---|---|---|
| Interactions (30-day window) | 479 | 417 support, 62 survey |
| Calls answered instantly | 92.6% | No queue |
| Dialogues reaching a conclusion | 70.3% | 40 resolved by AI alone, 218 handed to a human cleanly with context |
| Sentiment | 96.9% positive | |
| Survey pilot recommend score | +54 | Average 8.4/10, n=13, small sample |
Speed is the product
In payments, instant pickup carries more weight than in most other lines. 92.6% answered instantly is the number that builds trust before the agent says a word about the actual issue.
Resolution rate alone undersells the result here. Of the 70.3% of dialogues that reached a conclusion, most were handed to a human, and the value was in how cleanly: 218 handoffs carried full context, so the customer never repeated themselves.
The survey pilot's +54 recommend score is encouraging, but n=13 is too small to call it a trend. The next step is running it at a larger sample before drawing any conclusion from it.
Put an agent on your support line
See how it would handle your busiest payment questions.