An AI support assistant that resolves most routine requests
A support assistant inside the app and on WhatsApp that answers from Kuda's own help content, resolves card, transfer and statement requests and hands complex cases to agents with full context.
The client
Kuda — digital banking, Lagos, Nigeria & London, UK.
The challenge
Support volume grew faster than the team. Most tickets were routine (card status, reversed transfers, statements), but every one waited in the same queue, and customers repeated their story when a case reached an agent.
What we did
A Premium AI integration package delivered the assistant end to end.
- Use-case assessment and an evaluation set of 400 real conversations with expected outcomes
- Retrieval over 640 help articles and policy documents, with citations and permission checks
- Actions for card status, transfer look-ups and statements through the core-banking API, with refunds always routed to a human
- WhatsApp and in-app channels with hand-off to agents carrying the full conversation and account context
- Guardrails, adversarial testing and compliance sign-off before a staged roll-out
- Dashboards for accuracy, cost, latency and satisfaction, reviewed monthly
Results
The assistant now resolves 62% of tickets without an agent, queue times dropped from hours to minutes and satisfaction on AI conversations sits at 4.6 out of 5. Agents handle only the cases that need judgement.
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