Case Study: SumUp achieves 50% support deflection with Langfuse

SumUp deflects 50% of support conversations with Langfuse

SumUp, a leading global fintech company serving over 4 million merchants, faced the challenge of scaling its customer support across 35+ markets. They needed a secure, AI-powered first level support solution that could handle complex conversations and integrate with various systems. To build this, they partnered with Langfuse for observability and tracing.

Using Langfuse for deep observability and prompt management, SumUp implemented a multi-layered AI support solution. This included a merchant-facing assistant and internal AI tools for agents. The results were significant: a 50% deflection rate for support conversations, equating to 300,000 fewer monthly requests requiring human support. This led to a 30% reduction in external outsourcing costs and improved response times for merchants. Langfuse was crucial in enabling this successful 18-month rollout.

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