United StatesTechnology and telecom2025 – ongoingExpensify
OpenAI-based Concierge support, SmartScan and call scoring
Expensify said OpenAI-based automation handled 80% of tier 1 support and cut SmartScan costs to a quarter
Problem
Expensify answers a large volume of customer questions and scans many receipts. Both relied on human work, which kept costs high, and managers could review only a share of support calls.
Approach
Expensify expanded its work with OpenAI to build a hybrid-AI version of its Concierge assistant for tier 1 support. SmartScan, its receipt scanner, was changed to run with minimal human intervention. The company also had AI evaluate call transcripts. The figures came from the CEO's shareholder letter for the fourth quarter of 2024.
Results
Takeaway
The call-scoring figure is a percentage increase with no baseline given, so the number of perfect calls before the change is unknown. All figures came from the company.
Categories
- Size
- Small business
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
PYMNTS reported on Expensify's fourth-quarter 2024 results and CEO David Barrett's shareholder letter. It covered the expanded OpenAI relationship, the 80% tier 1 support figure, SmartScan running at 25% of its prior cost and a 97% increase in perfect calls in January 2025.
Full details are in the original sources.