How Payem uses Quack to secure and scale customer support with AI
Payem is a fintech company that provides an end-to-end spend and procurement management platform, helping businesses automate and control corporate expenses. The platform covers the full cycle—from requests and approvals to payments, reimbursements, and reconciliation—integrating with leading ERP and accounting systems. Their focus is on simplifying financial workflows for mid-sized to enterprise businesses while ensuring compliance and visibility.
Payem, a global procurement and spend management platform, handles highly sensitive financial data and customer information. Their customer support operations faced a significant challenge: each case required extensive manual review by human agents due to the complexity and sensitivity of financial workflows. This created delays in resolution, operational inefficiencies, and limited scalability. To grow effectively while safeguarding customer trust and compliance, Payem needed an intelligent automation solution that could reduce repetitive workload while upholding the strictest standards of security and accuracy.
Payem partnered with Quack AI to bring secure, intelligent automation into its support operations. The rollout began with a ticket agent managing simple inquiries while seamlessly escalating complex or sensitive cases to human agents, immediately reducing agent workload without compromising service quality.
In the next phase, Quack is deploying secure financial API skills that can check account status and resolve routine cases automatically. These skills are built with fintech-grade safeguards: encrypted connections, strict permission controls, and full audit trails to ensure compliance and customer trust.
Quack also integrates with Payem’s CRMs, Slack, and knowledge base, creating a complete customer context for every interaction. This phased approach allows Payem to progressively scale automation, shorten resolution times, and keep financial data fully protected—freeing human agents to focus on high-value, complex interactions.
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