United KingdomFinance and insurance2025 – ongoingRevolut
AI chatbot for customer support
Revolut said its AI chatbot resolved over 75% of customer support queries
Problem
Revolut needed to answer routine customer questions while keeping specialists available for complex support cases.
Approach
Revolut upgraded Assistant, its LLM-powered support chatbot, throughout 2025. It expanded the customer context available to the system and enabled it to raise service requests. The chatbot escalated complex cases to specialists.
Results
Takeaway
The chatbot handled support actions as well as answers. Human specialists remained part of the escalation process.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Revolut described upgrades to its customer support chatbot during 2025. It reported resolution of over 75% of customer queries and described escalation to human specialists.
Full details are in the original sources.