Financial services · México · Agents

From $6.40 to $0.85 per ticket

Client: Mexican fintech, anonymized
Agents: Customer Support Agent
Period: 90 days
Source: Client ticketing data, 90-day pilotVerified by Proof Ledger, Sep 2026

WhatsApp Business · Tier 1 supportDemo data

Hi, my card was declined at a gas station. Is my account blocked?
Reading account status in the core · read only
Hi Laura. Your account is active. The charge was declined by the merchant's terminal, not by us. You can try again or pay with your digital card.
Perfect, thanks

Resolved without a person

Ticket closed in Zendesk · PII masked in the log · CSAT survey sent

Context

The starting point

Tier 1 support at a Mexican fintech only scaled by hiring, and most tickets still needed a person on the line.

One KPI Contract: resolve most Tier 1 tickets autonomously, without hurting NPS.

Tier 1 support · before the agentBaseline

Cost per ticket: $6.40USD
Closed without a person: 35%
NPS: 42

Source: Client ticketing data, baseline of the 90-day pilot

What we built

Built inside the client's systems

A support agent on WhatsApp and web chat, wired to the core and the ticketing system.

Escalation to a person with the whole conversation when sentiment drops or policy runs out.

Weekly evals on the real ticket history, with PII masked in every log.

Channels

WhatsApp Business
Web chat

Client cloud

Customer Support Agent

Runs on: Bedrock AgentCoreLangGraph

Systems of record

Core banking
Zendesk
pgvector

Client cloud

Integrations and channels of this case. Your cloud, your repo, your IP.

Results

What changed

The Agent Console with this case's own numbers.

Period: 90 days

Verified by Proof Ledger, Sep 2026

Agent Console v0.1

Case dataFintech · MX

KPI Contract

90d

Autonomous resolution, Tier 1

68%

35% baseline68% result

Cost per ticket

$0.85

from $6.40

NPS

from 42

Audit log

resolvebalance question resolved · account read only
escalatehanded to a person · full conversation attached
guardrailPII blocked in an outbound message
gateKPI Contract closed at the commitment gate

Related agents

The agents behind this case

32 agents in the Library

Customer ops

Customer Support Agent

Tier 1 support on WhatsApp, voice, chat and email, inside your CRM. Measured on cost per ticket.

In production

Verified by Proof Ledger, Sep 2026

Every figure has a row

Exact text, source, date, owner and permission. A row that stops being true comes off this page.

This client asked not to be named. The ledger row identifies it internally.

How the Proof Ledger works

Proof Ledger · row 0001

Published

Claim: From $6.40 to $0.85 per ticket
Source: Client ticketing data, 90-day pilot
Date: Sep 2026
Owner: Practice lead
Client permission: Anonymized
Next review: Oct 2026, AI Council

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