Company Leverages a Mix of AI Chatbots and Personalized Human Support for Optimal Customer Service
Lili, the leading business banking platform, announced that they are setting the standard for five-star customer support for business owners. The company leverages a mix of AI chatbots and personalized human support for optimal customer service. With this balanced approach, 83% of customers gave Lili’s support experience a high score of 9 or 10.
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New data from Lili demonstrates a significant shift toward AI-driven customer support. Between January and October 2025, 40% of Lili customers preferred using the company’s AI-powered chatbot for their support needs.
Customer support interactions in 2025 were spread across three primary channels: approximately 40% began in the AI chatbot, 32% via phone, and 28% through email – demonstrating growing comfort with automation alongside traditional human-led support options.
Importantly, in October 2025, 82% of customer conversations that began in the AI chatbot were resolved end-to-end without needing human escalation, while about 20% transitioned to a live agent when additional assistance was needed. This hybrid model ensures customers get fast, accurate answers when they want speed and personalized human support when they need reassurance.
“Small business owners don’t have time to wait on hold – they need answers in seconds,” said John Mearls, VP of Risk & Operations at Lili. “Lili has built a customer support machine, combining AI and human support that is exceeding customer expectations. This balance of automation and empathy is redefining what modern financial support should look like.”
This trend reflects a broader industry shift toward AI-assisted customer experiences. As Forrester notes in recent research, “Modern AI technologies – such as generative AI (genAI), large language models, and agentic AI – have been heralded as the future of customer service. And deservedly so: A conversation with a genAI bot can be built out in a small fraction of the time, and genAI bots now speak in a more comfortable and human manner and have the access and intelligence to blow away experiences we’ve had in the past.”
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