Otonomee assessed five support workstreams for CleverCards ahead of their move to Fin

The Challenge: an AI agent without the right foundations to perform

CleverCards, the Irish fintech behind tax-free digital Mastercards for employers, already had an AI agent in place. But an AI agent can only work with what it’s given, such as the knowledge base, guidance, how contacts are categorised, the routes to a human and the tools to handle complex requests. And theirs had been set up without the foundations and tools it needed to work well.

CleverCards was planning a full helpdesk migration to the Fin suite: Fin helpdesk and Fin AI agent. Before any move, they asked us for an honest assessment of their current operation and what they should do to prepare. Raising the automation rate was part of it. So was building a more consistent, scalable service that could handle their November to January peak without having to scale headcount every year.

The Solution: a five-workstream assessment, mapped to the Fin rollout

We started with a current-state study and a one-day workshop with CleverCards’ support team, then proposed what to assess. In this case, that meant five workstreams: taxonomy, knowledge management, escalation pathways, quality standards and reporting. Each workstream got a data-backed gap analysis, plus recommendations across technology, process and governance. Those recommendations were prioritised for the short and long term and mapped to the Fin implementation. CleverCards also received proposed KPIs, documented escalation pathways, recommended workflows, worked examples for restructuring knowledge content, and one executive view across all five areas.  

“The team were excellent to work with. The clear timelines, productive meetings, thoughtful questions, and consistent follow-up have made the whole process really effective and engaging, and I’d definitely encourage them to continue with this approach.” Jenny Kelly, Operations Support, CleverCards

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