NAGA's AI Integration Resolves Two-Thirds of Customer Support Chats Without Human Help
Hamburg-based fintech NAGA Group AG reported that artificial intelligence now fully resolves approximately 66% of customer support chat interactions without human involvement. The company, which operates a multi-asset trading platform with 2.5 million registered users, disclosed the figure as part of a broader operational update on AI integration across its business.
The efficiency gain allows NAGA to handle growing support volumes without expanding its customer service team. For a support organization, this means the underlying infrastructure is absorbing more customer interactions per employee.
Marketing Output Jumped 3-5x
In marketing, AI-powered tools increased creative production-landing pages, banners, and video ads-by a factor of 3 to 5 times. The company achieved this output with a leaner team, cutting marketing headcount by approximately 20%.
Faster production cycles and broader language coverage enabled the company to scale client acquisition without proportional spending increases on personnel.
Onboarding Compressed From 10 Days to 1
Automation reduced partner onboarding times from approximately 10 days to around 1 day. In engineering, AI-assisted workflows shortened development cycles from multiple weeks to days, accelerating feature delivery.
NAGA also deployed AI-enabled self-serve analytics across departments, giving teams faster access to operational data for decision-making.
Why NAGA's Position Matters
The company positioned itself as uniquely suited to deploy AI at scale. NAGA combines regulatory licenses, an established global platform, and operational infrastructure-advantages larger competitors may lack speed to implement, while smaller competitors lack the scale to deploy effectively.
The organization retains the agility to move quickly on new technologies. This combination of substance and execution speed is what NAGA said differentiates it.
Efficiency Fueling Growth Initiatives
NAGA said it is directing efficiency gains toward growth. The company is expanding social trading features, broadening its crypto and multi-asset offerings, and building AI-assisted tools within its trading environment.
New product offerings aim to reach customer segments beyond active traders, including simplified investment solutions and automated portfolio approaches. The goal is to increase user engagement and monetization across a wider customer base.
Octavian Patrascu, CEO of NAGA Group, said: "AI is much more than an efficiency tool. It is fundamentally changing how we scale our business. Our position as a regulated, globally operating platform with an existing user base allows us to deploy AI directly in our operations, while remaining agile enough to implement new technologies quickly."
What This Means for Customer Support Teams
For support professionals, the 66% automation rate signals a shift in role expectations. Rather than handling high volumes of routine inquiries, support staff increasingly focus on complex issues that require judgment, empathy, or specialized knowledge.
Understanding how to work alongside AI systems-reviewing automated responses, handling escalations, and using self-serve analytics tools-is becoming part of the job. Learn more about AI for Customer Support and how AI Agents & Automation reshape support operations.
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