Case Study: Chime achieves 60% lower support costs and stronger member satisfaction with Decagon AI

Chime scales member support with AI-powered automation — delivering efficiency and a stronger customer experience

The fintech company Chime faced the challenge of scaling its member support to handle increasing volume while maintaining its high standard of customer experience. To address this, they launched a rigorous selection process for a technology partner, seeking a solution for both chat and voice channels that could deliver accuracy, high automation rates, and improved member satisfaction. They engaged the vendor Decagon to meet these goals.

Decagon implemented its AI-powered platform for both chat and voice support, creating a single system that allowed for shared learning and continuous improvement across all member interactions. This solution automated common, high-friction use cases like card replacement and deposit status updates. The results for Chime were a 70% resolution rate across automated channels, a 60% decrease in customer support costs, and a doubling of their member satisfaction scores.

Chime

Janelle Sallenave

Chief Operating Officer