Case Study: MoneyLion achieves improved customer support KPIs with TaskUs AssistAI

MoneyLion cuts AHT 10% in chat with TaskUs

MoneyLion, a leading financial technology company, sought to enhance its customer support operations and integrate AI into its digital banking services. To achieve this, they partnered with vendor TaskUs and became the first customer to implement its AssistAI product.

TaskUs implemented its AssistAI solution, a generative AI bot that acts as a virtual assistant for support teammates, providing them with instant, accurate information from MoneyLion's knowledge base. This solution led to significant improvements in Key Performance Indicators (KPIs), including a 5% decrease in Average Handle Time (AHT) within the first 30 days, which further increased to 10% for chat and 20% for voice channels. The tool was used by 300 teammates and processed over 100,000 queries, boosting productivity and customer satisfaction scores.

MoneyLion