Chatbots promised so much but delivered so little.
As Director of Operations at MuchBetter, Carlos Estrada had a problem. MuchBetter had grown into a leading global fintech brand, empowering hundreds of thousands with secure e-wallets, contactless devices, and prepaid cards. But their customer support hadn’t kept up.
“We were stuck answering the same basic questions over and over again. Only 25% of tickets were resolved automatically - and that often led to frustrated customers and a support experience that didn’t meet our expectations.”Carlos Estrada - Director of Operations, MuchBetter
Carlos knew the status quo couldn’t hold. Traditional chatbots created more headaches than solutions. Support teams wasted hours manually fixing rigid decision trees. Customers weren’t happy, and the team was struggling. Adding more agents would just multiply the problem. Something had to give.
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From skepticism to success
Carlos had seen AI agents fail before. But his drive for innovation and belief that customers deserved better - pushed him to give Zowie's AI a chance.
“When Zowie introduced their AI agent, I’ll admit - I was skeptical. But I’ve always been excited by innovation, so we gave it a try.”
The team had their doubts, too. But Carlos challenged them to push the AI to its limits - try to break it, test it from every angle. That moment changed everything. It wasn’t like the bots they’d seen before. This time, it was different.
“Right away, we knew this was different. The responses felt human. The AI actually understood intent.”
Excited by the change, MuchBetter moved quickly to scale Zowie - implementing it across channels in just 3 simple steps.
- Implementation on low-traffic pages
- Global website launch
- Mobile app rollout
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Results that speak for themselves
Results came fast and they were impossible to ignore. Automation skyrocketed and CSAT improved right away. The difference wasn’t just in the numbers - it was in the energy and confidence of the team.
“Once we launched Zowie, we saw change almost immediately. Our automation rate jumped from 25% to 70% - and that happened in a week or so.”
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For Carlos, one of the biggest wins was how effortless the change felt. There were no months of technical overhauls or endless staff training sessions. Zowie’s AI slotted right into MuchBetter’s existing systems, immediately taking on the repetitive, time-consuming questions that had been slowing the team down.
“We didn’t have to rebuild our systems or retrain the team. We plugged it in - and just like that, our agents weren’t drowning in support tickets anymore. Customers got faster answers, resolution times dropped, and satisfaction improved right away.”
Beyond the numbers, the real transformation was in the team. Agents could finally focus on the work that mattered - solving complex problems, guiding customers through sensitive processes, and applying their expertise where it had the most impact. Their roles became more engaging, more challenging, and ultimately more rewarding. For many, it reignited a sense of purpose and pride in their work.
“The AI took care of the repetitive, time-consuming stuff - and that gave our agents more time to focus on real, meaningful work. Their work became more engaging. More impactful.”
What’s next for Carlos’s team?
The future of customer support is here, and Carlos is ready to lead the change.
- He’s going to launch Zowie’s Voice AI Agent
- He is planning to bring AI support to the most conversational channel - social media
- Build the team that feels empowered and motivated solving real challenges
“Next up for us is voice. If that’s how we use AI in our daily lives, our customers should have that same kind of experience when they need support.”
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Final words from Carlos
“Zowie didn’t just help us scale our support - it helped us transform it. Our customers love our brand, and now they’re even happier, our team’s stronger, and the whole experience just works MuchBetter. So if any support team may be stuck doing what we used to, I’d say: give Zowie a try. It made a real difference for us.”
