Zarin PalFinance
Zarin Pal cut response time by 58% with AI agents
Merchant support automated for the routine questions, so specialists handle only what genuinely needs them.
- 58%
- Faster response time
- 76%
- Enquiries auto-resolved
- 4.8/5
- Merchant satisfaction
The problem
Merchant support was dominated by a narrow set of repeated integration and settlement questions. Genuinely complex cases waited behind them, and response times drifted past a full working day at peak.
What changed
An AI agent grounded in the developer documentation and settlement policy now handles first response across chat and email, with a conservative escalation threshold routing anything ambiguous to a specialist.
The result
76% of enquiries resolve without a human. Median response time fell 58%, and merchant satisfaction rose to 4.8 out of 5.
“Our specialists stopped answering the same integration question forty times a day. They now spend their time on the problems that actually need a person.”