Case Study: Intuit Mint achieves nearly 50% reduction in contact center volume and faster payment experiences with Genesys DX

Enabling a seamless customer experience

Intuit Mint, a free personal finance platform, needed to streamline its bill payment experience for a high proportion of new users. Persistent, repetitive questions drove high contact-center volumes, long wait times and a need to better segment customers by service complexity.

Mint implemented Genesys DX exclusively on its Payments pages, using AI-powered self-service, contextual segmentation and automated rechanneling to escalate complex issues. The change cut call-center volume by nearly 50%, significantly shortened wait times, enabled customized responses and freed teams to focus on revenue-generating activities.

Intuit Mint

Ori Wainshtein

Customer Care Leader