Capital on Tap account-support chat agent

What was done

Capital on Tap deployed a Sierra chat agent for small-business card customers while keeping human specialists focused on cases that need judgment. The agent calls internal tools before responding, so it can handle credit-limit review eligibility, card-decline questions, statement balances, and repayment guidance with current account data. Sierra reports that the agent now handles more than 60% of conversations across 12 journeys and outperforms human-only and human-escalated CSAT scores.

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