FairFigure automates 24/7 customer support with Chatbase

Making business credit simple

FairFigure is on a mission to help small businesses understand and improve their credit. By pulling together data from major commercial credit bureaus and real-time banking info, they give entrepreneurs a clear view of their financial health. Plus, they offer access to funding programs like FairFigure Lift and Capital Card.

But while their platform made credit easier to understand, their customer support was a different story.

The roblem: a support system that couldn’t keep up

As FairFigure grew, so did the pressure on their customer service team. They were relying on overseas agents to handle basic support, but it wasn’t working well:

• Language barriers and time zone differences led to inconsistent responses.
• High turnover meant constant retraining and repeated mistakes.
• Their help desk automations weren’t smart enough to handle complex customer questions.
• Building their own AI system would’ve been too expensive and time-consuming.

“Our customer service process was a mess. Retraining new staff was a never-ending cycle, and the same mistakes kept repeating.”

They needed a support solution that could scale without hiring more people and adapt quickly to their needs.

The fix: a smart chatbot built with Chatbase

After testing a few platforms, FairFigure landed on Chatbase. It checked all the boxes:

• They could train the chatbot using thousands of lines of documentation.
• They had full control over the model, prompts, and how often it was retrained.
• The API was simple to integrate with their existing tools.

Getting it up and running was surprisingly fast:

“We hacked together an MVP in Zapier, then moved it into a simple Python script using Chatbase’s API. Start to finish, the whole thing took about a week - which is pretty amazing.”

By feeding in product docs and FAQs with carefully written prompts, they built a support agent that could handle almost all basic customer questions on its own.

The results: 98% accuracy and 24/7 support

Within days of launching, the Chatbase-powered assistant changed the game:

• 98% accuracy on customer questions
• 24/7 support across all time zones
• Huge cost savings compared to outsourced teams
• Consistent tone and zero retraining needed

It worked so well that it even caused some confusion:

“Ironically, our real overseas support reps were being mistaken for bots more often than our AI agent.”

The bigger picture: more time for what matters

With frontline support automated, FairFigure’s internal team could focus on what they do best: helping small business owners understand and improve their credit.

• Customers get fast, accurate answers.
• Support capacity grew without adding headcount.
• Maintenance is minimal - no need to babysit the model or manage infrastructure.

“It’s a no-brainer. The cost, accuracy, and flexibility speak for themselves. Chatbase took a huge load off our customer success team, saved us money, and gave our clients a much better experience.”

What’s next?

FairFigure isn’t stopping here. They’re planning to use Chatbase for more proactive features - like alerting users to funding opportunities, credit changes, and offering personalized tips - all through the same chat interface.

With Chatbase handling the support side, FairFigure can keep focusing on its mission: making business credit simple, transparent, and human - with a little help from AI.