Telegram Bank Support Bot

The Challenge

What We Were Solving

A digital-only bank with 1.5M customers needed a Telegram-native support channel. Their customer base was tech-savvy and preferred Telegram over traditional channels, but the bank only offered email and phone support with 24-hour response times.

• Tech-savvy customer base requesting Telegram support — 70% already used Telegram daily
• Email support averaging 24-hour response times — unacceptable for card fraud and security issues
• Phone support limited to business hours — no 24/7 coverage for urgent card and security matters
• Card blocking required calling during business hours — exposing customers to fraud overnight
• No proactive transaction alerts — customers discovered fraud days later via statement review