Delivering Personalized and Efficient Voice and SMS Support at Scale
Slash’s rapid growth placed mounting pressure on its customer success operations. Onboarding slowed, routine support requests piled up, and interactions risked feeling impersonal. With support teams stretched thin, long-tail customers were often left waiting. In a crowded field of modern banking platforms, too many customer experiences still felt generic and transactional - something Slash was determined to change.
To scale support without sacrificing personalization, Slash partnered with Bland to implement conversational AI Agents that seamlessly transition between voice and SMS. This allowed them to instantly qualify which customers needed quick answers and which required deeper human support - while ensuring every interaction felt both unique and human.
Personalized AI that “Customers Love”
Working with Bland AI, Slash introduced conversational AI across its phone and SMS channels. The objective wasn’t just automation, but personalization and efficiency at scale.
- Voice Agents greeted customers by name, retained context, and guided them step by step through financial tasks and issue resolution—delivering quick, efficient responses.
- SMS follow-ups ensured customers received confirmations, reminders, and next steps, extending the conversation beyond the initial call and reinforcing a sense of ongoing support. For complex or sensitive matters, Warm Transfers seamlessly connected customers to Slash’s support team, complete with full context for a smooth handoff.
- Through Agent Personalization & Guardrails, every conversation reflected Slash’s tone and brand voice while adhering to strict compliance requirements.
Together, these capabilities - across voice and SMS - ensured that every interaction, from first contact to follow-through, felt thoughtful, personal, and consistent, even as the business continued to grow.
Personalization That Stood Out
The outcomes that Bland delivered went beyond efficiency. “Our customers are loving it!”, Slash's CEO Victor Cardenas shared. Bland has become a cornerstone in Slash’s strategy to differentiate themselves in a crowded market full of poor customer service.
- Onboarding time cut by 3%, creating a smoother first impression.
- Engagement up 7%, as customers responded to timely, personalized nudges.
- Customer satisfaction scores rose 13 points, with feedback often highlighting how efficient it was to get resolutions.
- 5,000+ conversations each month handled in a way that felt one-to-one, not one-size-fits-all.
These results validated Slash’s hypothesis that personalized support could scale alongside their rapidly growing customer base, and further that it could be a source of competitive advantage.
