Background
Apex Lending Group is a regulated consumer lender offering personal and auto loans. Customer support was handling a rising volume of routine inquiries — balance, payment status, statement requests, fraud alerts — with 12-hour average response times and mounting cost per contact.
Approach
We deployed AI voice and chat agents with a conservative policy layer: routine account servicing is automated end-to-end, anything approaching personalized financial advice routes to licensed staff. All interactions are logged for compliance with state consumer-lending regulations.
Implementation
Ten-week deployment including SOC 2 Type II infrastructure review, BAAs, core-banking API integration (FIS), model governance review, and phased rollout starting with non-sensitive FAQs before expanding into account servicing and payment processing.
Outcome
Three months post-launch, 85% of inbound inquiries were resolved end-to-end without a human, average response time dropped to under five minutes, cost-per-contact fell 60%, and CSAT reached 4.8/5 — higher than the pre-deployment human-only baseline.
“The AI handles routine questions perfectly, and our team can focus on complex cases. Customer satisfaction has never been higher.”
— Amanda Foster, Head of Customer Success, Apex Lending Group