Case Study: Sparkle achieves 76% support automation with Proto

AI-enabled digital banking experience in Nigeria

Sparkle, a digital bank based in Nigeria, faced the challenge of providing scalable, 24/7 customer support across multiple languages and digital channels. Their existing process, which required human agents to handle a high volume of routine queries and manually lodge complaint tickets, was becoming unsustainable. To overcome this, they chose to implement the AICX Platform from Proto.

Proto's solution integrated directly with Sparkle's systems to automate a majority of support interactions. The AI agent handles account and product inquiries end-to-end and automatically creates support tickets from complaints. It also operates within Sparkle's authenticated mobile app for a seamless experience and provides native support in five local languages. This deployment by Proto achieved 76% support automation, automatically creates 90% of tickets, and saves 60 hours of agent time per month on ticket lodging alone.

Sparkle