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AI Support now resolves 85% of cases on its own, with top ratings to match. Here’s how.

AI chatbots are everywhere, but too often they miss the point. You type a question into a chat bubble, get something almost useful back, and before long, you’re stuck in a polite but frustrating loop. When we launched Lunar’s in-app AI Support a year ago, we set out to do it differently. Not just another chatbot for efficiency’s sake. Here’s how that’s working, and why putting people at the centre of tech makes all the difference.

The déjà vu of dealing with an AI bot in customer service is hard to miss. You type your question into a little chat bubble, and it spits back something vaguely relevant. Before you know it, you’re stuck in a polite but maddening loop. All you want is a human. All you get is more bot.

The problem isn’t speed, bots reply instantly. The problem is that speed means nothing if the thing on the other end can’t actually hear you.

We’re a digital bank and a tech company at heart, but our users come first. So when we launched our in-app AI Support in Summer 2024, we set out to do it differently. Speed and accuracy, automation and personalization.

Support, whether human or AI, should do what it says. Support you. Technology should fit you, not the other way around. If it doesn’t work for you, it doesn’t work.

It turns out we might be onto something. In the past few weeks, our AI Support has:

  • Resolved 85 percent of incoming customer cases on its own. Our highest rate since launch.
  • And resolved those cases well. 65 percent of AI-handled cases rated 4 or 5 out of 5.
  • Continued to build trust. Reflected in our 4.6 Trustpilot rating based on more than 24,000 reviews in Denmark.

It doesn’t just give the right answer. It gives an answer shaped by the people who built it and the people who use it. And it evolves at rocket speed because our teams give it constant attention, changing, tuning and improving every day. It’s truly made for people, because it’s consistently powered by people.

Built by tech, made for people

We’ve never been about doing things the way they’ve always been done. We started with a simple idea: There had to be a better way to manage money. What started as a way to rethink banking now shapes everything we do, from new features to how we support users with AI. Our AI Support was built by our tech teams, is shaped by real user conversations, and is monitored daily by our Customer Experience team. Every case it handles, every rating, every piece of feedback. It all feeds back into making it better.

Because when technology is built and powered by people, for people, users notice.

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