Finance
Chime Decagon chat and voice support agents
Chime uses Decagon chat and voice agents to resolve common member support requests across banking workflows.
Author: Decagon
What was done
Chime deployed Decagon across both chat and voice support after evaluating vendors for accuracy, automation rate, and member satisfaction. The agents handle card replacement, deposit status, and SMS subscription workflows while sharing learning across channels. Decagon reports consistently around 70% resolution across chat and voice, more than 1 million voice calls per month, and a 60% reduction in customer support costs.
Stack
Decagon Chat
Decagon Voice
Agent Operating Procedures
Watchtower