How to reduce repeat support tickets in a neobank?

Upload your neobank's help center articles, fee schedules, compliance PDFs, and onboarding guides to Chatref. The knowledge base reads and understands your content, not the public web. When a customer asks “What’s the exchange rate markup on my platinum card?” the agent retrieves the exact policy line from your docs and answers instantly – no guesswork, no deflection to a long help page. Every repeat question about limits, fees, or card delivery gets a consistent, accurate reply, cutting the volume of tickets that would otherwise land in your queue.

AI agents in Chatref resolve the majority of routine neobank inquiries without involving a live agent. Balance checks, transaction search, statement requests, and even card activation can be answered automatically in a natural, brand-consistent voice. The agent is trained on your support scripts and tone, so it sounds like your team. A customer typing “I can’t see my salary credit” gets the relevant transaction lookup steps and, if the data is available, a direct answer – not a scripted “we’ll get back to you.” This automation reduces first-response time to seconds and eliminates the need to log a support ticket for predictable questions.

Tickets often arise because a legitimate action – block a lost card, update a phone number, raise a dispute – feels like it needs a human. With custom actions, you embed those workflows directly in the chat. A customer can type “freeze my card” and the agent collects the verification detail it needs, then triggers the card freeze via your backend API. The customer never leaves the chat, and no support ticket is created. The same works for submitting a dispute, changing contact details, or generating a proof-of-balance letter. Deflecting these transaction-heavy requests before they become tickets keeps your team focused on genuinely complex cases.

Chatref’s insights layer automatically tags every conversation by topic, intent, and outcome. You can see which questions are still being escalated (“why wasn’t my instant top-up processed?”) and spot where your knowledge base or automation is falling short. Use those insights to add or refine training documents, teach the agent new custom actions, or adjust FAQs. Over time, the loop reduces the root causes of repeat tickets – you’re not just answering faster, you’re systematically removing the reasons customers need to ask at all.