Case Study: N26 achieves automated handling of up to 30% of customer service requests with Rasa

How N26 uses Rasa to build an AI assistant to automate customer support delivering the best customer experience

N26, the leading mobile bank in Europe, faced rapid growth across multiple national markets and five languages while wanting to improve response times and automate more complex, back-and-forth customer service conversations. Existing cloud solutions could not meet N26’s customization and data‑protection requirements, so N26 engaged Rasa to build an AI assistant using Rasa’s machine‑learning dialogue platform.

Using Rasa, N26 moved from idea to production in four weeks and deployed the assistant in their secure cloud with full data control; the bot now runs in five languages in the mobile and web apps and handles complex tasks such as lost or stolen card reports. By tuning Rasa’s models with their own datasets, N26 automated about 20% of customer requests (working toward 30%), accelerating responses and freeing agents to focus on higher‑priority issues.

N26

Gino Cordt

Chief Data Officer