Bulgaria's first credit card company needed to handle repetitive customer inquiries at scale. We built a chatbot with complex menu-driven flows from their entire knowledge base—operational for over a year and still going strong.
The Challenge
As Bulgaria's first credit card company, Transcard was dealing with a massive volume of repetitive customer inquiries. Their support team was overwhelmed with the same FAQ questions being asked over and over—questions about card limits, transaction fees, account balances, and basic service information. This was eating up valuable support resources and slowing down response times for complex issues that actually needed human attention.
The Solution
We built a sophisticated chatbot with complex menu-driven flows based on their entire knowledge base. The key innovation was allowing customers to get answers in just a few clicks through an intuitive menu system—no typing required for those who preferred quick navigation. We integrated the chatbot with a custom dashboard that gives Transcard full transparency into KPIs, performance metrics, and allows them to continuously update and improve the bot's responses.
The Outcome
The chatbot has been operational for over a year since November 2024 and continues to deliver results. It now handles 48% of all routine FAQ inquiries automatically, saving thousands every month and freeing up hundreds of hours of support team time. The custom dashboard allows Transcard to monitor performance in real-time and make continuous improvements to keep the automation rate climbing.
of routine FAQ inquiries handled by AI
chatbot running since Nov 2024
saved every month
of hours freed up monthly