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How SoFi turned customer support from a bottleneck into a competitive advantage.

SoFi’s previous chat experience could handle basic support questions, but the company wanted to offer members more dynamic, comprehensive help, especially during peak times—paydays, tax season, market volatility. For SoFi, a digital finance company serving more than 13.7 million members across its checking, savings, investing, lending, and other products, member experience isn’t a nice-to-have—it’s the entire business model. The AI agent achieved 61% containment, handling more than 50,000 conversations weekly.

Agent or tool
Sierra
Topic
Customer Support
Reported on
Case study (Sierra)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 427 by interest), and one of 21 involving Sierra.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Sierra or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Sierra.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Sierra): https://sierra.ai/customers/sofi. Our summary is a paraphrase; details are in the source.

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