KazakhstanFinance and insurance2025 – ongoingKaspi.kz
In-house AI assistant for customer chats and calls
Kaspi.kz reported that its AI assistant handled 64% of customer chats in 2025
Problem
Kaspi.kz supported customers through its apps and telephone service. It sought to handle more enquiries through its virtual assistant.
Approach
Kaspi.kz developed its AI virtual assistant internally. It used the assistant to handle customer enquiries through chat and voice channels.
Results
64%share of all chats handled by the assistant in 2025, according to Kaspi.kz
14.2 millionchat conversations handled in 2025
38%share of all voice calls handled in 2025
6.2 millionvoice calls handled in 2025
Takeaway
The assistant handled a larger share of chats than calls. Kaspi.kz did not disclose a comparable measure of resolution quality.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Kaspi.kz16 Mar 2026
Kaspi.kz described an internally developed AI support assistant. It reported 14.2 million chat conversations and 6.2 million voice calls handled during 2025.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
