Jaja Finance, the fintech providing digitally led credit card products has exceeded its own expectations as it reduces customer service response times to under 15 seconds.
Using generative AI (GenAI), the new Jaja Finance chat assistant, ‘Airi’, has brought down response times by 90 per cent since its launch three months ago. Initially, Jaja Finance had put targets in place to reduce the three-minute wait time for customer enquiries to be answered by 65 per cent. However, Airi has reduced times by 90 per cent.
Success using Claude 3
The service was created using AI firm, Anthropic’s Claude 3 model family. This means Airi enables customers to reply to conversations at their own convenience, while providing them with a full transcript of their conversation.
Since launch, Jaja has already extended the use of its GenAI model to customers who require additional financial support with their credit. Airi’s foundation models can now recognise more complex enquiries which are then redirected to its customer service team for interactions that require a more in-depth, human, conversation.
Airi uses Amazon Bedrock, a fully managed service from Amazon Web Services (AWS) that offers a choice of foundation models, to access Claude 3 models. The digital lender is using this technology to help customers use credit better by enhancing customer interactions. It is also significantly reducing customer response times through its in-app customer messaging centre.
By building with Claude 3 models on Amazon Bedrock, Jaja is utilising the language model’s latest capabilities. As a result, it is reducing cost, increasing speed and enabling the fintech’s ambitious growth plans. Jaja’s use of Claude 3 Sonnet further enhances the AI and machine learning technologies already deployed within its customer management models, credit decisioning and affordability assessments.
Reaching human levels of responsiveness
Having already had over 44,000 unique customer conversations, Airi has independently resolved over 9,000 (20 per cent) general enquiries. This means that Jaja customer service colleagues now have more time to spend with customers resolving more complex enquiries.
Available in the Jaja and Asda Money app, Airi is designed to enhance customer experience by providing a 24/7 service. It offers increased intelligence with near-human levels of responsiveness and improved data accuracy.
Dave Chan, CEO at Jaja Finance
Dave Chan, CEO at Jaja Finance said “Airi continues to massively exceed our expectations in terms of delivering the superior experience our customers expect. Our colleagues are also seeing the benefits of its advanced capabilities by being able to spend more time dealing with customers’ complex enquiries, but also by helping our customers use their credit better.
“This is only the start of our journey with GenAI and we have already made, and will continue to make, many more advancements by optimising its technical expertise, for both our customers and our colleagues.”
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