Global fintech company TransferGo has strengthened its customer support operations by integrating Zendesk AI into its service platform, enabling round-the-clock multilingual assistance while preserving human-led support for complex and emotionally sensitive customer interactions.

Operating across 160 countries, TransferGo has adopted a messaging-first customer service strategy that combines AI-powered automation with empathetic human support. The company said the approach has improved operational efficiency, accelerated issue resolution, and enhanced customer trust without compromising service quality.

According to Marta Survilo, VP of Customer Experience and Operations at TransferGo, maintaining customer trust remains central to the company's growth strategy.

"As we scale globally, we never want to lose the trust of our customers. Being available when customers need us—and resolving issues quickly—is non-negotiable for us," she said.

TransferGo has used Zendesk as the foundation of its customer service operations since its early growth stages. As the business expanded, it consolidated customer support and operational teams onto a unified Zendesk platform, creating a centralised framework for managing customer interactions.

The company has progressively expanded the capabilities of its AI agents through deeper API integrations. Beyond responding to customer queries, Zendesk AI agents can now autonomously perform operational tasks such as issuing refunds, cancelling transfers, creating new orders, and providing real-time transaction updates.

TransferGo's messaging-first strategy has also transformed customer engagement. Messaging now accounts for 92 per cent of all support interactions, while email and voice channels are reserved for more complex or high-sensitivity cases.

The company reported that its AI agents currently achieve a 74 per cent autonomous resolution rate, handling nearly three-quarters of customer inquiries without human intervention. This has enabled the customer support organisation to improve departmental efficiency by 38 per cent, allowing human agents to focus on cases that require empathy, judgement, and personalised assistance.

TransferGo also maintains a continuously updated knowledge base that supports both AI and human agents with accurate, context-aware information, ensuring consistency as products and regulatory requirements evolve.

"AI has helped us meet the expectation of 24/7 availability without compromising on care or quality," Survilo said, adding that automation has given customer support teams more time and emotional capacity to assist customers during vulnerable situations, such as suspected fraud or financial scams.