Case Study: Qapital achieves 24/7 instant support and solves 25,000 customer inquiries per month with Ada

How Ada's accessible AI has enabled Qapital—the popular personal finance app—to instantly solve 25k customer service inquires per month

Qapital, the award-winning personal finance app that has helped customers save over $1 billion, faced growing customer support strain: 9–5 Zendesk-only service, long wait times and an escalating ticket backlog that kept agents from higher-value work. To modernize support, Qapital chose Ada and its Automated Customer Experience (ACX) AI chatbot to deliver a mobile-first, omnichannel experience that integrates with Zendesk and can be managed by non-technical staff.

Ada’s team launched a 24/7 AI-powered chatbot in 30 days, integrated with Zendesk and maintained by Qapital’s support team, and the bot now resolves more than 25,000 customer issues per month with over half of inquiries handled without live-agent intervention. The deployment freed agents to focus on complex, time-sensitive cases, shortened response times, and surfaced product insights used in weekly product and support planning — delivering measurable scale and efficiency for Qapital.

Qapital

Nimrod Barnea

Vice President of Customer Experience