PassCard reduced customer service operational workload by 40% with AI

PassCard is a Uruguayan company in the financial sector whose main product is an accessible, convenient credit card, with a strong focus on benefits for the whole family and different life stages.

To scale its operation, optimize internal efficiency, and deliver a modern, accessible experience to its users, the company launched a strategic digital transformation process that culminated in the migration from its traditional chatbot to an AI assistant for customer service.

PassCard handles a high volume of monthly inquiries with increasingly diverse needs. Although it already had a chatbot in place to resolve basic flows, the tool had limited scope in the face of operational growth and the growing complexity of inquiries.

As a result, a significant share of interactions had to be transferred to the contact center, not because of a poor experience, but because the existing solution was not designed to scale or adapt to new scenarios.

The challenge was to evolve digital service into a more flexible solution, capable of better understanding users and resolving more inquiries autonomously.

At Heynow, we developed an AI agent capable of:

• Responding to frequently asked questions about statements, due dates, limits, authorizations, and day-to-day requests.
• Guiding users through structured processes.
• Identifying complex cases and escalating them to the human team only when it adds real value.

In addition, we incorporated voice-to-text functionality, improving accessibility for users who prefer to interact by voice and delivering a faster, more natural experience.