AI Support Agent Cuts First-Response Time by 68% for a US FinTech

BrightLedger Financial’s support team was drowning in ticket volume as the company scaled past 200,000 users, with average first-response time stretching past 12 hours during peak periods.

Infinibs designed and deployed an AI support agent integrated directly with their Zendesk instance and internal account APIs. The agent authenticates users, resolves common account and billing queries autonomously, flags suspected fraud for immediate human escalation, and hands off complex cases to live agents with full context attached — no more “please repeat your issue.”

The system launched in a phased rollout across three support queues over eight weeks, with a two-week shadow-mode period where the agent drafted responses for human approval before going fully autonomous on low-risk queries.