Case Study: Atlas automates 70% of high-risk support journeys with Fini

How Atlas Safely Automated 70% of Key Fintech Support Journeys with FINI

Atlas, a fintech credit card company, faced the challenge of being stuck at only 15% automation for its high-risk, complex support tickets. These included sensitive workflows like KYC verification, address changes, and transaction decline explanations that legacy chatbots could not safely handle, forcing agents to perform all the manual, regulated work. The company turned to Fini and implemented its AI agent to overcome these barriers.

Fini's solution transformed Atlas's existing support playbooks into structured AI journeys. The agent pulls customer context, applies rule-based logic, and takes secure API actions while maintaining audit-ready logs. This implementation allowed Atlas to safely increase automation to 70-80% on key journeys, resolve tickets in under 60 seconds, and achieve zero compliance exceptions in quarterly audits, dramatically reducing the operational burden on the support team.

Atlas

Crystal

Head of Customer Experience and Operations