Fintech customer service, done right

Through controls that go beyond holding a certificate. Our Payment Card Industry Data Security Standard (PCI DSS) framework, detailed at PCI DSS compliance, means:

• Agents never access full card numbers or Card Verification Values (CVV). All payment interactions route through masked data only.
• Personally identifiable information (PII) is auto-detected and redacted before entering any knowledge base or AI pipeline.
• Access is segmented by agent role, so each team member sees only what their ticket type requires.
• Agents are assessed on data handling protocols at onboarding and at regular intervals throughout their time on your account.
• Independent third-party auditors verify our standards on schedule, and documentation is available to your compliance team before any agreement is signed.

Yes, and this is a core specialisation for our accounts in financial services. Our agents handle the full lifecycle from acknowledgment through final resolution, maintaining a 97% dispute resolution rate through a structured, client-specific process. Every agent works from a playbook built around your payment processors and scheme rules, with defined steps, ownership, and deadlines at each stage. For more on our approach, see chargebacks and refund rates.

Yes. We handle Know Your Customer (KYC) verification as a fully managed back-office function, covering document review, onboarding status updates, and compliance escalations with complete context attached. Users receive clear updates at every stage, which significantly reduces inbound "where is my account?" volume. Our clients reduce KYC processing time by over 50% through specialist assignment and priority queue structuring.

Integration is led by your dedicated Integration Manager during onboarding. Standard platforms take two to three weeks, and custom stacks take four to five weeks, depending on documentation and access scope. Our native integrations include:

• Zendesk, Freshdesk, Gorgias, Intercom, and Salesforce Service Cloud, available out of the box
• Payment processor dashboards, giving agents real-time transaction data during dispute handling
• KYC and identity verification platforms, so the onboarding status is visible to agents mid-conversation
• Core banking and wallet Application Programming Interfaces (APIs), providing account-level visibility without tool-switching
• Fraud detection systems, triggering real-time agent alerts when flagged accounts make contact

The 15-second figure applies to our AI agent on routine queries, and it holds regardless of volume because AI processing does not queue. During market spikes, the AI handles transaction status checks, account queries, and basic troubleshooting immediately, which keeps the human queue available for conversations that genuinely require agent judgment. For human-handled interactions, we activate pre-agreed staffing buffers at defined volume thresholds, monitor queues in real time against Service Level Agreements (SLA), and route high-priority cases, including disputes, locked accounts, and fraud flags, directly to available senior agents.

Three disciplines drive that figure. We follow a structured process with defined steps, owners, and deadlines for every dispute, built around each client's specific payment processors and scheme rules. Our agents gather evidence at first contact, before deadline pressure increases, which is the single biggest factor in dispute outcomes. We also keep users informed at every stage of the process, which reduces re-contacts and the frustration that can lead to additional escalations on the same transaction. Outcomes are tracked to closure and reported to clients monthly.