How Hub2 resolves 92% of tier-1 support in under 3 minutes
- Industry
- Fintech & payments
- of tier-1 support handled by AI
- 92%
- average resolution, down from several hours
- Under 3 min
- of transactions checked for fraud and gaming
- 100%
Ticket #48117
Merchant · Zendesk
Bonjour, mon versement d’hier n’est pas arrivé.09:14
Bonjour. Votre versement du 23 octobre est validé et en cours chez l’opérateur. Il arrive aujourd’hui avant 15 h.09:15
A typical request at Hub2
A merchant opens a ticket: yesterday’s payout has not arrived. The agent checks the transaction, answers with the status and the timeline, and closes the ticket.
Ticket #48203
Merchant · Abidjan
Le remboursement client de vendredi n’apparaît toujours pas.11:02
Le remboursement de 12 500 FCFA a été initié vendredi à 16 h 40. Il sera visible sous 48 h ouvrées. Je vous tiens informé.11:03
Hub2 before and after Palete
Before
- Tier-1 tickets handled by hand in Zendesk
- Answers that took several hours
- Compliance reviewing transactions manually
After
- Tickets enriched, classified and mostly resolved by the agent
- Answers in minutes
- Every transaction checked for fraud and gaming
How it works at Hub2
Ticket arrives in Zendesk
Transaction status, refunds, payment delays.
Agent enriches and classifies it
It reads the transaction behind the ticket.
Resolves it, or prepares it for a person
Complex cases reach the team with the work already done.
What we built for Hub2
Hub2’s results
Most tier-1 tickets are resolved without a person.
Merchants get answers in minutes instead of several hours.
Every single transaction is checked.
Systems used
- Zendesk
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