Case Study: Tonik Bank achieves 4.3X customer care productivity with Gupshup AI

Tonik Bank Transforms Banking Experience with Gupshup Gen AI Conversations, Automating Resolution of 75% of Customer Queries

Tonik Bank, a leading digital-only neobank in the Philippines, needed to scale customer support after reaching 1.5 million customers and seeing a 2.5X surge in interactions. Its existing NLP-based chatbot could not keep up with rapid product changes and required frequent manual retraining, while the bank wanted to maintain high service quality without sharply increasing contact center costs. Tonik Bank partnered with Gupshup to address these challenges using AI-enabled customer support.

Gupshup implemented a hybrid generative AI solution using its fine-tuned ACE LLM alongside traditional NLP models, allowing the chatbot to pull real-time information from Tonik Bank’s website and policy documents. The result was 75% of queries resolved autonomously with 95% AI accuracy, a 4.3X increase in customer care productivity, and 90% of queries handled in-app. Tonik Bank also expects to save USD 20 million over three years while keeping headcount growth below 20%, underscoring the impact of Gupshup’s solution.

Tonik Bank

Mila Bedrenets

Chief Growth Hacker