Case Study: Tango Card Achieves 70% Containment and Faster Response Times with Ada

How Tango Card Uses Ada to Provide Rewarding Automated Brand Experiences

Tango Card, a financial services company that helps B2B customers deliver digital gift cards and rewards, faced a surge in support demand as the pandemic accelerated digital transformation. With recipient ticket volume rising 54% over the previous holiday season and SLAs becoming harder to maintain, Tango Card needed a way to scale support while still delivering personalized experiences for business partners, prospects, and reward recipients. They chose Ada to help introduce automation across the customer journey.

Ada implemented a self-service conversational AI platform that integrated with Tango Card’s systems via APIs and Workato to personalize interactions and resolve common recipient issues. The results were strong: 70% containment of inbound recipient interactions, 100% SLA adherence, an 83% improvement in average first response time, a 10% reduction in ticket volume during Q4 2021, and a 6.7x ROI in year one.

Tango Card

Walter Tucker

Director of Support