Success story
AI-Powered Customer Support Reshapes BFSI Operations
SummitTrust Capital, a UK-based BFSI enterprise, streamlined customer support with AI, reducing agent load by 70%, increasing resolution speed by 50%, and improving global satisfaction scores.
Industry Type
Banking, Finance & Insurance (BFSI)
Location
United Kingdom
Number of employee
15,000+
Introduction
LeoBrain revolutionized customer support at a leading UK-based BFSI enterprise, SummitTrust Capital, automating top priority queries through AI-powered SaaS solutions. With its AI tools for customer support teams, agent load dropped by 70% and resolution speed increased by 50%. This shift ensured faster service delivery, greater customer satisfaction, and long-term cost-efficiency across global operations.
Challenges Faced
High Volume of Repetitive Queries
Customer service teams were overwhelmed by basic, repetitive tier-1 queries that stalled productivity.
Slow Response Times
Delay in ticket resolution led to customer dissatisfaction and churn risk.
Scattered Support Channels
Disconnected systems across chat, email, and helpdesk caused duplication and inefficiency.
Limited Support Coverage
With operations across multiple time zones, maintaining round-the-clock support was a major hurdle.
Low Agent Morale
Manual ticket handling reduced engagement and increased burnout among frontline support staff.
Solutions
AI Customer Support Chatbot
Hassle-free delivery of intelligent, context-aware responses, resolving basic queries instantly without human input.
Automated Ticket Prioritization
Tickets were auto-classified and routed based on urgency, drastically improving support flow.
Unified Query Resolution
A unified dashboard allowed seamless management of support queries across all platforms.
24/7 AI Customer Support Automation
Support was extended globally using AI to offer uninterrupted, real-time service in the BFSI sector.
Live Performance Insights
Built-in dashboards tracked KPIs like resolution time and CSAT, optimizing support strategies.
With LeoBrain, day-to-day support isn’t a bottleneck anymore. The AI-powered chatbot handles thousands of tier-1 queries each week, freeing our agents to focus on meaningful interactions. We’ve seen a 70% reduction in ticket load and faster resolution timelines across the board.
Naomi Fletcher
Conclusion
By leveraging AI SaaS solutions tailored for the BFSI sector, SummitTrust Capital transformed customer service delivery without overhauling existing infrastructure. LeoBrain’s AI customer support automation helped achieve better outcomes at lower costs, proving that scalable, AI-powered SaaS tools are not just an upgrade but a necessity in today’s digital-first finance landscape.
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