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How Tonik Bank uses Gupshup

USD 20 million

“This AI-driven transformation is projected to save USD 20 million over three years”

As published on gupshup.ai, September 2024. Captured by usedby on Oct 8, 2026.

What happened

Tonik Bank uses Gupshup's Gen AI conversational assistant, combining a fine-tuned LLM with traditional NLP models, to handle customer support queries in its digital banking app. The chatbot pulls information directly from the bank's website and policy documents, so it needs less manual retraining.

Summary written by usedby from the source page, in English. The figures are those of Gupshup and Tonik Bank, not ours.

  • 75%“75% of customer queries now resolve autonomously with 95% accuracy”
  • 4.3X“customer care productivity increased 4.3X”
  • below 20%“maintaining headcount growth below 20%”

The results were transformative: 75% of customer queries now resolve autonomously with 95% accuracy, while customer care productivity increased 4.3X. Nine out of ten queries are handled through in-app chat, enabling staff to focus on complex issues.

From the page. gupshup.ai, captured Oct 8, 2026

By leveraging Gupshup’s Gen AI solution for customer conversations, we have significantly improved our customer service efficiency and expect to reduce operational costs by USD 20 million over the next three years.

Mila Bedrenets, Chief Growth Hacker, Tonik Bank. Source, captured Oct 8, 2026

We strive to give our customers a cool and fun banking experience, and that begins by making it easy for them to bank. By leveraging Gupshup’s Gen AI solution for customer conversations, we have significantly improved our customer service efficiency and expect to reduce operational costs by USD 20 million over the next three years.

Mila Bedrenets, Chief Growth Hacker, Tonik Bank, Tonik Bank. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: USD 20 millionCheckedPrinted word for word on the page, near the name of Tonik Bank.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Tonik Bank.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Tonik Bank uses GupshupCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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