Moneypay powers everyday payments for millions of consumers across the Colendi ecosystem. When someone's money is in motion, every support minute matters.
The challenge
Customer support covered everything from failed payments and refunds to card, wallet and onboarding questions, spread across phone, chat, and email. Volume spiked with campaigns and shopping seasons, and specialist teams spent most of their day on questions with known answers.
Building it
Colendi AI deployed an omni-channel support agent integrated with Moneypay's transaction, wallet, and onboarding systems. The agent resolves payment-status and refund questions directly, unblocks onboarding and verification steps, and escalates genuinely complex cases with the full context already gathered.
What changed
- 85% of customer requests resolved — without human intervention
- First response in seconds — down from minutes, on every channel
- 3x seasonal spike absorbed — with no added headcount
“Customers don't care which team owns their problem. The agent doesn't either — it just fixes it or finds the person who can.”
Customer Operations, Moneypay