customer_support · finance · workflow
Tango Card achieves 100% SLA adherence and 6.7x ROI in year one with Ada's conversational AI platform
Tango Card faced a 54% spike in support ticket volume from reward recipients during the 2020 holiday season, threatening SLA adherence and their brand promise as demand scaled. Reps had to manually look up customer data across multiple disconnected systems for every interaction, slowing them down.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Stakeholder initiates inbound request
Business partners, reward recipients, and new prospects each initiate inbound interactions with Tango Card.
Tools used
adaWorkato
Outcome
Ada's platform achieved 100% SLA adherence, a 6.7x ROI in year one, 70% containment of inbound recipient interactions with high CSAT, an 83% improvement in average first response time, and a 10% reduction in holiday ticket volume despite sending more rewards than ever before in Tango Card history.
Results
Time saved83%
Volume100%
Running sinceMarch 2021
Grounding & classification
Source type: vendor customer story
35 fields verified against source quotes.
chatbotconversational aisupport agentchat transcriptsupport tickethuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedfinancial servicessoftwareautomation ratecost reductiondeflection rateemployee productivityresponse time reductionvendor customer storycustomer supportlead processingticket triageautonomous resolutionescalation workflow