United KingdomFinance and insurance2026 – ongoingWise
LLM customer-support assistant
Wise said its LLM assistant handled roughly 50% of customer queries
Problem
Wise sought to automate customer queries while maintaining response quality.
Approach
Wise deployed an assistant that used large language models to handle customer queries. Its US president and CTO said the company tuned response quality and introduced the assistant carefully.
Results
Takeaway
Wise introduced the assistant carefully while tuning response quality. The reported handling share did not establish how many queries were resolved without human follow-up.
Categories
- 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
American Banker quoted Wise executive Harsh Sinha saying its LLM assistant handled roughly half of customer queries. He described careful deployment and tuning to improve response quality.
Full details are in the original sources.