PassCard cut its operating load by 40% with AI in customer service

PassCard is a Uruguayan company in the financial sector whose core product is an accessible, convenient credit card with a strong focus on benefits for the whole family and for different stages of life.

To scale its operation, optimize internal efficiency and offer a modern, accessible experience to its users, the company launched a strategic digital transformation process that culminated in migrating from its traditional chatbot to an AI assistant for customer service.

PassCard handles a high volume of monthly inquiries with increasingly diverse needs. While it already had a chatbot to resolve basic flows, the tool had limited reach against the growth of the operation and the complexity of the inquiries.

As a result, a significant share of interactions had to be escalated to the contact center—not because of a poor experience, but because the existing solution was not designed to scale or adapt to new scenarios.

The challenge was to evolve digital service toward a more flexible solution, able to understand users better and resolve more inquiries autonomously.

At Heynow we developed an AI agent able to:

• Answer frequent inquiries about account statements, due dates, limits, activations and day-to-day tasks.
• Guide users through step-by-step processes.
• Identify complex cases and escalate to the human team only when it adds real value.

We also added voice-to-text functionality, improving accessibility for users who prefer to interact by voice and delivering a more agile, natural experience.