Case Study: One Wallet achieves 72% ticket load reduction with SoluLab's AI Support Copilot

One Wallet cuts support response times to 5 seconds with SoluLab

SoluLab partnered with One Wallet, a global digital payments platform serving over 1.8 million users, to address a critical challenge. As user and transaction volumes grew, the company's support teams were overwhelmed by a high volume of inquiries, leading to slow response times and operational inefficiencies.

To solve this, SoluLab designed and built an AI-powered support copilot using Agentic AI, function calling, and a RAG architecture. This solution automated responses by retrieving live transaction data and knowledge base information, which drastically cut the ticket load by 72% and reduced average response times from minutes to just five seconds. The implementation by SoluLab also resulted in a 61% acceleration in issue closures and a 43% reduction in support costs.

One Wallet