Transcard needed to automate customer communication across both proactive calls and self-service support. We built outbound voice agents for friendly payment reminders and follow-up, backed by a knowledge-based chatbot and a shared performance dashboard.
The Challenge
As Bulgaria's first credit card company, Transcard needed to manage customer communication at scale on two fronts. Their support team was handling the same questions about card limits, fees, balances, and services, while cardholders also needed timely, courteous reminders about upcoming payments. Scaling that outbound follow-up with a human team would be costly and inconsistent, and repetitive work was taking time away from cases that genuinely needed human attention.
The Solution
We made outbound voice agents the primary automation layer. The agents proactively call cardholders with friendly payment reminders and follow-up, answer common questions from Transcard's knowledge base, capture payment intent, and route complex or sensitive cases to the human team. A menu-based chatbot remains as a secondary self-service channel for customers who prefer digital support. Both channels are managed through one custom dashboard for call outcomes, support KPIs, and continuous improvement.
The Outcome
Transcard now has a voice-first customer communication system: routine outbound outreach happens consistently at scale, while the chatbot continues to automate 48% of routine FAQ inquiries. Together, the channels save thousands every month and free hundreds of support hours for higher-value cases. The shared dashboard gives Transcard real-time visibility into performance and the control to keep improving every conversation.
proactive payment reminders and follow-up
of routine FAQ inquiries handled by AI
AI automation live since Nov 2024
of hours freed up monthly