Case Study: Zopa Bank achieves 98% AI auto-triage of HR tickets with monday.com

Zopa Bank auto-triages 98% of HR tickets with monday.com

Zopa Bank, a British digital bank, faced a challenge in scaling its HR operations. Its team was managing hundreds of internal support requests through a shared Outlook inbox, which lacked a way to assign, prioritize, or track tickets. This manual process was inefficient and caused tickets to slip through the cracks. The bank needed a structured solution from monday.com that could be implemented quickly without creating friction for employees.

Using monday.com's monday service product, Zopa Bank implemented AI-powered automations to triage and assign tickets, achieving a 98% accuracy rate. This solution saved the team over 50 hours each month and reduced ticket resolution time by five minutes. The results included greater efficiency, full transparency through real-time dashboards, and the ability to measure and improve customer satisfaction scores for the first time.

Zopa Bank