Lumenpay
Fintech
Lumenpay resolves 68% of support tickets end to end with Cairn
Lumenpay’s support team replaced a deflection chatbot with a Support Resolver agent that can actually issue refunds, update accounts and close tickets.
68%
tickets resolved end to end
4.8/5
customer satisfaction
41%
lower cost per ticket
AT A GLANCE
HEADQUARTERS
London, UK
COMPANY SIZE
850 employees
TEAM
Support · 140 agents
AGENTS DEPLOYED
THE CHALLENGE
Lumenpay’s chatbot deflected questions but couldn’t do anything. Customers who needed a refund, a card replaced or a limit raised still waited for a human, and repeat contacts were climbing.
Support leadership wanted an agent that could take action inside Stripe and the internal admin — without giving it more access than a new hire would get.
THE SOLUTION
Lumenpay deployed a Support Resolver agent with scoped tools: refunds up to £150, card replacements and address changes, each with idempotency keys and a written policy in Notion.
Every action posts an internal note to the Zendesk ticket with the trace link, so human agents can see exactly what happened when a customer writes back.
We gave the agent the same permissions as a week-two hire, and the same policy doc. Then we read every trace for a month.
THE RESULTS
68% of tickets are now resolved end to end, CSAT on agent-resolved tickets is 4.8, and cost per ticket is down 41%. The human team handles fraud, complaints and complex disputes — the work they were hired for.
