Case Study: Payment provider SumUp achieves a 22% reduction in agent demand and 72% self-service resolution with Solvemate

How SumUp cut agent demand by 22%, and scaled up customer service

SumUp, a fast-growing fintech payment provider operating in 31 countries and serving hundreds of thousands of small merchants, faced rapidly rising customer service demand across many languages and peak hours. To scale support, speed responses and reduce repetitive requests, SumUp engaged Solvemate and deployed Solvemate’s chatbot platform to automate common inquiries.

Solvemate implemented a structured-question chatbot (live on SumUp’s website with a one-line install and integrated into Salesforce) that supports four languages and proposes solutions in under 12 seconds. The Solvemate bot handles over 80,000 requests per month, achieves a 72% resolution rate (72% of solved customers need no further help), and helped SumUp cut demand for human agents by 22% while remaining easy to maintain and scale.

SumUp

Sibylle Jost

VP Marketing & Sales