# 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](https://www.gupshup.ai/resources/case-studies/tonik-bank-transforms-banking-experience-with-gen-ai-chatbot-automating-resolution-of-75-of-customer-queries/), September 2024. Captured by usedby on 2026-10-08.

- Company: [Tonik Bank](https://www.usedby.ai/companies/tonik-bank.md)
- Tool: [Gupshup](https://www.usedby.ai/tools/gupshup.md)
- Teams: Customer Support

## What the story says

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.

> 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.

- **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%”

> 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

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure USD 20 million is printed word for word on the page, near the name of Tonik Bank.
- Checked: the passage quoted above is copied word for word from the page, near the name of Tonik Bank.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Tonik Bank uses Gupshup. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/tonik-bank-gupshup · How we check: https://www.usedby.ai/methodology