Case Study: bunq automates 80% of support tickets with Claude

bunq builds intelligent banking assistant Finn with Claude

bunq, Europe's second-largest neobank, faced the challenge of scaling its customer support to handle complex, multi-step banking queries for its 20 million users. Traditional models couldn't efficiently manage investigations for issues like failed payments, which required precise checks across cards, accounts, and transactions. The company needed an AI solution with sophisticated reasoning and absolute precision to power its automated workflows.

By implementing Anthropic's Claude, specifically Claude Code, bunq built its intelligent assistant, Finn. The solution enabled the bank to autonomously investigate issues, process documents, and provide real-time multilingual support. This resulted in an 8% improvement in automated resolution rates, allowing Finn to handle over 80% of all support tickets. Furthermore, Claude's integration powered a 5-minute account opening process and boosted engineering productivity, reducing the time for new developers to contribute meaningful code by 60%.

bunq