Finance
NG.CASH Gen Z banking support agent
NG.CASH uses Decagon chat and email agents to scale fintech support for Gen Z customers in Brazil.
Author: Decagon
What was done
NG.CASH replaced a decision-tree support platform that autonomously resolved only 13% of inquiries. Decagon's agents provide 24/7 personalized support across chat and email, with auditability for financial questions and a tone adapted to Brazilian Gen Z users. The program helped NG.CASH handle a 3x to 4x increase in inquiry volume and absorb Z1's customer base after acquisition. Deflection rose to 70%, the team avoided hiring more than 35 additional support agents, and NG.CASH reached six million accounts without increasing the support team.
Stack
Decagon
Decagon Chat
Decagon Email
Agent Operating Procedures
Generative AI