Automating Customer Support at Scale: How a Neo Bank Saves $1.5M a Year with AI

Summary

A leading digital bank serving over 4 million customers in Asia partnered with Dynamiq to automate its customer support operations using AI agents. Built entirely on Dynamiq’s agentic AI  platform, the solution now autonomously handles around 85% of all incoming inquiries, resulting in an estimated $1.5M in annual savings.

Using Dynamiq’s low-code platform allowed the bank to test, iterate, and deploy a production-grade customer support AI agent in just one month.

The Challenge

The banking sector often struggles with managing customer support at scale while maintaining responsiveness, accuracy, and compliance. More specifically, this fast-growing neo bank in Asia found it challenging to manually handle millions of support queries.

But a simple chatbot wasn’t enough. The client needed a banking AI agent that could:

• Understand and respond to a wide variety of customer requests
• Connect to internal knowledge bases for up-to-date policy and product information
• Safely interact with backend systems to perform tasks like checking balances or resetting passwords autonomously 
• Provide real-time monitoring, tracing, and performance evaluation

Why Dynamiq

Dynamiq was introduced through one of the client’s investors and quickly stood out for its ability to meet all technical and operational requirements in a single platform.

The key reasons the bank chose Dynamiq include:

• A low-code AI agent builder with full support for tools, memory, function calling, and multi-step reasoning
• Easy integration with Anthropic, OpenAI, and other leading LLM providers
• Built-in evaluation and benchmarking tools, so the team could safely test and switch models or prompt strategies without regressions
• Full support for connecting internal APIs and proprietary data sources

With Dynamiq, the client’s team could focus on building great AI agents instead of spending time and additional money on backend infrastructure.

The Solution

Dynamiq helped the client develop a fully autonomous customer support AI agent that now handles the majority of incoming support cases across their app and web channels.

Here’s what the agent can do:

• Answer customer questions using data pulled from internal knowledge bases
• Escalate edge cases to humans when needed, with full context preserved
• Call backend APIs securely to perform transactions or assist with account-related actions
• Adapt based on feedback and performance evaluations using Dynamiq’s built-in testing framework

The entire solution was configured using Dynamiq’s visual low-code interface, allowing the team to test different LLMs (Anthropic Claude, OpenAI GPT) and select the most effective and cost-efficient option for their use case.

Results

• 85% of support queries handled autonomously, reducing support load and saving around $1.5M annually
• Built and deployed in 30 days with full testing and evaluation coverage
• Enabled safe experimentation and LLM provider switching without risking quality in production

What’s Next

Dynamiq makes it possible to move fast, maintain control, and meet the high standards of modern digital banking. So, the next step is reaching 95% automation of customer inquiries to improve customer experience while reducing operational costs.