Case Study: SumUp achieves 50% support deflection with Langfuse

How Global Payments Company SumUp rolled out AI-Powered Support for 4 million merchants across 35+ markets building on Langfuse

SumUp, a leading global fintech company with over 4 million merchants, faced the complex challenge of scaling AI-powered first level support across 35+ markets while maintaining stringent security and privacy standards. They needed to build a system that could handle complex merchant conversations and integrate with various internal tools.

To address this, SumUp implemented Langfuse for observability, tracing, and prompt management. This provided deep visibility into their LLM application and enabled rapid iteration, empowering both technical and non-technical teams. The solution achieved a 50% conversation deflection rate, preventing 300,000 monthly requests from reaching human agents. This success translated into a 30% reduction in external outsourcing costs and significantly faster response times for merchants.

SumUp

Ana Casado

Head of Operations Data and AI