MyCredit: Scaling Customer Support with AI — Handling 100K Requests Monthly Without Extra Staff
Artificial Intelligence-
AWS Eks
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AWS Lambda
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Kubernetes
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VS-Code Terraform
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Gitlab
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Docker
About project
MyCredit is one of Ukraine’s largest loan originators with nearly 1 million active users. Their rapid growth created huge pressure on the call center and customer support: agents were swamped, supervisors lacked visibility, and operational costs were climbing.
They needed a way to scale support with AI customer service chatbot solution — a customer support AI solution that could ensure compliance, automate repetitive tasks, and maintain trust as the business grew. That’s when they partnered with Artjoker’s team, experts in AI-powered customer support, AI-driven customer support, and scalable customer support solutions with AI.
MyCredit was also looking for long-term flexibility: the ability to introduce new financial products without overwhelming their support teams. Another important factor was compliance — given the financial services industry, all solutions needed to meet strict regulations while keeping customer data secure.
The Challenge
With thousands of calls and messages every day, MyCredit faced three critical hurdles:
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Limited QA visibility
Supervisors could check only 1–2% of calls, leaving blind spots in quality and compliance. -
Overloaded agents
Teams were swamped with repetitive questions across web chat, Viber, WhatsApp, Telegram, and Email. -
Costly collections scaling
Loan payment reminders required more staff, making growth unsustainable.
For leadership, the risk wasn’t just inefficiency — it was losing customer trust at scale. This made the case for a customer support AI software stack that combined AI automation with compliance and transparency.
In addition, customer expectations were shifting. Borrowers wanted instant, 24/7 access to information about their accounts, repayment schedules, and loan conditions. Delays of even a few minutes could lead to frustration and churn.
The leadership team realized that solving these problems wasn’t just about cost savings — it was about strengthening trust and loyalty at scale.
Our Solution
Artjoker designed a comprehensive customer support AI solution that attacked the problem on three fronts:
AI Chat Assistant
- Handles up to 100,000 routine inquiries per month.
- Provides instant 24/7 answers, escalating complex cases to agents with full context attached.
- Cuts wait times and frees human agents for priority issues.
Powered by retrieval-augmented generation (RAG), smart intent routing, and secure handoff to live agents.</strong
To make this scalable, Artjoker provided an AI chatbot development service, ensuring the assistant could evolve with new business needs and maintain high-quality interactions.
The chatbot was trained on financial terminology and MyCredit’s knowledge base, making its responses precise and compliant with industry regulations. By integrating across multiple channels, including Viber and Telegram, the chatbot ensured customers had a consistent experience no matter where they started the conversation.
AI Quality Assurance (QA)
- Expanded coverage from 1–2% → near-100% of calls and digital conversations.
- A central QA dashboard now tracks operator and team performance by topic, channel, and period.
- Supervisors coach with data, not guesswork — based on consistent scorecards.
Built on speech-to-text transcription, LLM-based evaluation, and explainable AI scoring with rationales and highlights.
This system became a powerful example of AI quality assurance customer support, giving leadership complete transparency and control over compliance.
Supervisors could now spot recurring issues instantly and address them before they escalated. Instead of random sampling, every customer conversation became a source of insights, helping management adapt scripts, processes, and training materials in real time.
AI Voice Customer Support Bot for Collections
- Automates outbound reminders for loan payments.
- Answers FAQs in real time and transfers exceptions to live agents.
- Ensures customers get a polite, on-brand voice every time.
Supported by real-time intent detection, campaign management, and CRM integration.
For financial services, this was also a case of voice AI for financial services customer support, showing how automation can enhance customer experience and reduce costs simultaneously.
The AI VoiceBot was particularly impactful during peak repayment periods, when traditional call centers struggled with spikes in demand. By personalizing reminders and using natural, human-like speech, the system reduced late payments while keeping customers engaged and satisfied.
The Outcome
Business Impact
- 100K+ routine requests handled monthly by the Chat Assistant
- QA coverage scaled to nearly 100%, ensuring compliance and consistency
- Collections scaled without adding headcount
- Faster coaching & decisions thanks to clear dashboards and trend analysis
The cost savings were substantial — MyCredit reduced operational expenses while actually improving customer satisfaction scores. Customers reported faster resolutions, and internal surveys showed higher agent satisfaction, since repetitive tasks were minimized.
Technical Impact
- Secure, modular AI stack that MyCredit can extend to new products and policies
- Omnichannel scoring across chat, email, and voice — apples-to-apples comparisons
- Transparent, explainable QA outputs, improving trust and adoption
The modular architecture also means MyCredit can integrate new AI features without reworking the entire system. This future-proofing ensures scalability as the company grows and as regulatory requirements evolve.
For high-volume financial services, great support isn’t just about answering faster. It’s about being:
- Consistent
- Compliant
- Customer-first
This is what happens when you implement scalable customer support solutions with AI — MyCredit turned support from a bottleneck into a growth engine. The project also demonstrated the power of an AI virtual assistant for customer support, seamlessly blending automation with human escalation.
The case highlights how AI automation, when implemented strategically, not only improves performance but also strengthens compliance and customer trust — two critical factors for the financial industry.
What’s Next
Together with MyCredit, Artjoker is now working on:
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Personalized chat experiences with account-aware responses
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Proactive AI reminders before deadlines to reduce defaults
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Continuous scorecard tuning as compliance evolves
Future iterations will also explore predictive analytics to anticipate customer needs and optimize repayment flows. By combining AI chat, voice, and QA, MyCredit aims to set a new benchmark for customer support in financial services across Eastern Europe.
At Artjoker, we design AI customer support software for automation in banking and fintech. From AI chatbots for 24/7 customer support with AI to AI virtual agents for customer support, and voice AI solution integration for customer support automation, we build end-to-end, scaling customer support with AI.
Looking to scale smarter?
Contact Artjoker for a free audit. We’ll map out how the right mix of AI automation, chatbots, and voice AI can help you cut costs, stay compliant, and deliver 24/7 customer support with AI.
Kashcheiev Maksym
Head of Business Development
contact us:
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Ukraine
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