Financial Services
A licensed digital payment provider
Background
A licensed payment provider serves merchants across Hong Kong and Singapore, supporting onboarding, transaction queries, and dispute handling on WhatsApp and LINE.
The challenge
Every conversation involved sensitive account data, so responses had to be accurate, audit-ready, and compliant with financial regulations. Manual replies were slow, inconsistent across agents, and impossible to review at scale.
The solution
The provider rolled out AI customer service seats trained on its compliance-approved knowledge base, with PAI Workstation enforcing role-based access to sensitive conversations and logging bilingual transcripts automatically. Human agents handled exceptions with the AI copilot drafting compliant responses for their review.
Results
Compliance review coverage rose from spot checks to 100% of conversations; average response time for transaction queries fell to under one minute; and merchant onboarding support costs dropped 42% in the first quarter.