Case Study: TrueLayer improves support efficiency with Ema

How TrueLayer Leverages Ema for Enhanced Service and Efficiency

TrueLayer, a UK and EU fintech company providing open banking APIs, faced the challenge of managing critical customer support for its complex financial services. They needed to free up their human support team to focus on high-value cases while automating the rest. To address this, they implemented the Customer Support Assistant AI Employee from vendor Ema.

Ema's solution integrated with TrueLayer's Zendesk and ingested their Notion knowledge base to learn about their APIs and processes. The AI was able to resolve over 82% of cases satisfactorily, systematically improving its own domain knowledge and correctly escalating sensitive issues to human agents. This resulted in significant efficiency gains for TrueLayer's support team and a continually improving customer experience.

TrueLayer

Elizaveta Shevchenko

Technical Support Lead