Case Study: PayEm achieves secure, scalable customer support with Quack AI

How Payem uses Quack to secure and scale customer support with AI

PayEm, a fintech company providing a spend and procurement management platform, faced significant challenges in its customer support operations. Handling highly sensitive financial data required extensive manual review for each case, leading to delays, inefficiencies, and limited scalability. To address this, PayEm partnered with Quack AI to implement an intelligent automation solution that could reduce the repetitive workload on human agents while maintaining strict security and compliance.

The solution from Quack involved a phased rollout, beginning with an AI ticket agent to handle simple inquiries and escalate complex cases. Quack is also deploying secure financial API skills with encrypted connections and strict permission controls to automatically resolve routine issues. This integration with PayEm's systems has reduced agent workload, shortened resolution times, and freed human agents to focus on high-value interactions, all while ensuring customer trust and data protection.

PayEm

Antal Emanuel Leib

Director of Customer Support