Moneypay powers payments for consumers and merchants across the Colendi ecosystem. When a merchant has a problem, every minute of downtime is lost revenue — theirs and Moneypay's.
The challenge
Merchant support covered everything from settlement questions to terminal outages, 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, settlement, and onboarding systems. The agent resolves settlement and reconciliation questions directly, walks merchants through terminal diagnostics, and escalates genuinely complex cases with the full context already gathered.
What changed
- 85% of merchant requests resolved without human intervention
- First-response time dropped from minutes to seconds across all channels
- Support capacity absorbed a 3x seasonal spike with no added headcount
“Merchants don't care which team owns their problem. The agent doesn't either — it just fixes it or finds the person who can.”
Merchant Operations, Moneypay