Case Study: EBANX achieves 50% ticket deflection and scales customer support with Netomi's AI Buddy

EBANX Keeps Pace with the Latin American eCommerce Boom

EBANX, a Brazil-based payments platform that helps global companies reach 15+ Latin American countries, was struggling to keep up with surging eCommerce demand: roughly 55,000 support tickets per month across chat, email, and voice led to long response times and abandoned sessions. To scale support without proportional headcount growth, EBANX turned to Netomi and its AI chatbot solution, Buddy.

Netomi deployed Buddy (launched Aug 2021 and expanded to eight other Latin American countries), which now handles about 30,000 tickets per month, achieved a ~50% deflection rate and 90–95% accuracy, and helped EBANX deliver roughly three-times faster service—substantially reducing agent load and improving customer self-service.

EBANX

Jefferson Paniago

Product Design Manager