Case Study: NG.CASH achieves 70% deflection and scalable Gen Z support with Decagon AI

How NG.CASH is setting new support standards for Gen Z in Brazil

NG.CASH, a Brazilian digital banking platform for Gen Z, faced significant challenges with its customer support. Their previous decision-tree system had a very low resolution rate, resolving only 13% of inquiries autonomously and leading to high operational costs and customer friction. Seeking a scalable solution for their rapidly growing user base, NG.CASH selected Decagon's AI agents after a competitive evaluation.

Decagon implemented its generative AI solutions to provide 24/7 personalized support across chat and email channels. This resulted in a dramatic increase in efficiency, achieving a 70% deflection rate. The solution allowed NG.CASH to avoid hiring over 35 additional support agents despite a 3-4x increase in inquiry volume and the acquisition that grew their base to six million accounts, leading to substantial cost savings and improved customer satisfaction.

NG.CASH

Petrus Ballhausen Arruda

Co-Founder & COO