The case study: SoFi recently reported that its AI chatbot, Konecta, has helped make significant operational and customer service improvements since its 2023 launch, per Yahoo Finance.
The details: According to its developer, Galileo, Konecta is built with an "empathic AI engine" that uses deep learning models to react to customer sentiment in real time. This provides a more human-like, personalized experience compared to traditional chatbots.
Because of this technology, SoFi has achieved:
- A 65% faster average response time
- A 7% increase in service performance
- A 50% decrease in chat abandonment
- A 5% increase in chat volume
Why this matters: Banking customers have been experiencing chatbot fatigue when glitches and errors prevent them from getting meaningful solutions to their problems—or when they can’t reach a human. But the more empathetic, human models could undo some of the negative perception of these bots.
By demonstrating tangible benefits, like faster service and fewer dropped chats, SoFi is directly addressing these customer pain points. This approach improves efficiency and builds a foundation of trust—particularly with self-service-leaning Gen Zers.