How a fintech startup cut support tickets by 63% with Zenchat

Northbeam Pay’s support queue was mostly the same eleven questions, asked a few hundred times a week: webhook retry behavior, sandbox vs. live keys, KYC document formats. Every one of them was already answered somewhere in their docs — customers just couldn’t find it fast enough, so they emailed instead.

The setup

Their team pointed Zenchat at their developer docs, their compliance FAQ, and a folder of PDF onboarding guides. Training took under fifteen minutes. The harder part was tuning tone: as a regulated fintech, they needed the agent to cite sources and refuse to guess on anything compliance-adjacent.

“We didn’t want a chatbot that sounds confident. We wanted one that says ‘here’s the doc, here’s the exact section’ every time.” — Head of Support, Northbeam Pay

The result

• 63% fewer tickets reaching a human agent within the first month
• Median first response time dropped from 4 hours to 12 seconds
• Engineering time reclaimed: support engineers went from answering repeat API questions to reviewing the 8% of conversations the agent correctly escalated

The remaining tickets are the ones that actually need a person — account-specific issues, edge cases, and anything the agent flags as low-confidence. That’s the split they wanted from the start.