Fintech app support line: which questions an AI answers and which go to a person
Sado AI team · · 4 min read
In short
A fintech app’s support line mostly gets the same questions: the SMS code isn’t arriving, how to add a card, when a transfer will arrive, what the limits and fees are. Answer these at once from the app’s own instructions. Checking a specific transfer, refunds and fraud are for a specialist: a fraud call goes straight to the security line. Nobody on the line asks for an SMS code, PIN, CVV or password. An AI operator answers simple questions day and night and passes the rest on as a task.
What people call the support line about
| Question | First answer | When to a specialist |
|---|---|---|
| “The SMS code isn’t coming” | Check the number and network, say when to request it again | If it still doesn’t come after several tries |
| “How do I add my card?” | Give the steps in the app, with button names | If the card won’t add and shows an error |
| “My transfer hasn’t arrived” | Give the usual time under the app’s rules | If that time has passed — a task: amount, time, recipient |
| “What are the limits and fees?” | From the app’s published tariffs | If it’s about a personal limit or tariff |
| “Money left my account and it wasn’t me” | Transfer straight to the security line | Always, without waiting |
Security rules
- Nobody on the line asks for an SMS code, PIN, CVV, full card number or password. When something looks suspicious, the operator says so itself: “We never ask for codes.”
- If a customer says “someone from the bank called and asked for a code”, that’s a sign of fraud: tell them never to share the code and transfer them to the security line.
- Account details (balance, list of transfers) aren’t read out on the phone: the customer sees them in the app, or a specialist gives them after checks.
- If the phone is lost or stolen, say at once how to block the account and transfer to a specialist.
How to write the answer base
- Pick the 20 most common questions from last month’s calls and chats.
- Write a 2–3 sentence answer to each, with the app’s button and section names, in Uzbek and Russian.
- Add a “when it goes to a specialist” line to every answer.
- Check the answers after every app update: a renamed button makes an old answer misleading.
- Once a week review call recordings and add any question that had no answer.
Sample call: a transfer hasn’t arrived
Sado: Assalomu alaykum, Cho‘ntak app support, this is Malika. How can I help?
Caller: I sent money to my brother’s card. The app says “completed”, but he says nothing has come.
Sado: I understand. When did you send it, and how much?
Caller: This morning, around nine. 500 thousand.
Sado: Under the app’s rules, a transfer to another bank’s card sometimes takes a few hours. If it hasn’t arrived by evening, a specialist will check. Shall I open a task now?
Caller: Yes, please.
Sado: Done: today around 9:00, 500,000 so‘m, to your brother’s card. No card number or code needed — the specialist will call this number.
The operator didn’t ask for a card number or promise when the money would arrive: it gave only the time from the app’s rules and agreed the next step.
With Sado
Sado’s AI operator answers every call in about a second, day and night, holding more than ten conversations at once, so even the wave of calls after an app update doesn’t make a queue. It speaks Uzbek and Russian, answers only from your answer base and doesn’t invent what it doesn’t know: it says a specialist will call back and creates a task. Cases like fraud go to staff at once by your rule.
The operator doesn’t see the app’s internal systems. To bring results into your own system there are webhooks and a REST API (for developers); Bitrix24 has a ready connection. More: AI call center and frequently asked questions. Try it live or call 78 778 01 23.
Questions
Can the AI operator see a user’s transfers?
No: it speaks only from the information you give it. A question about a specific transfer goes to a specialist as a task.
The app has a chat. Why a phone line?
Someone who can’t log in — no SMS code, or a new phone — can’t use the chat either. And when money is involved, people often prefer to call.
How much does it cost?
Only talked minutes are paid: 800 so‘m a minute, no monthly fee. For example, 300 two-minute calls a day: 600 minutes × 800 = 480,000 so‘m.