Plaid and Fin Cut Customer Support Response Times to Seconds for Bank Linking
Plaid and Fin have integrated their platforms to let customers connect bank accounts directly within a chat conversation, eliminating the need to leave a support interaction to complete the task.
The integration pairs Plaid Link, which handles account connections, with Fin's AI agent for customer service. It launched in open beta on June 4 and is available to joint customers of both companies.
The partnership targets a real problem: when customers get stuck linking a bank account during onboarding or while setting up payouts, they often abandon the process entirely. Fin's AI agent now surfaces the account-linking action inside the chat, keeping the customer in one place.
Response Times Drop From 38 Minutes to 2 Minutes
Fin currently reduces first response times from roughly 38 minutes to about 2 minutes once customers are actively using the service. The companies expect the Plaid integration to cut response times further, down to seconds.
The first release handles the most common scenario: a user applying for a personal loan who can't connect their bank account, or a customer setting up direct deposit for an expected payout.
Future versions will cover reconnecting disconnected accounts, completing identity verification, and fixing account funding or payout issues.
Adoption of Bank Account Connections Remains Strong
Consumer willingness to use open banking payments is growing. A PYMNTS Intelligence report found that 46% of consumers are highly willing to use open banking for at least one product or service. Among millennials, that figure rises to 66%.
Generation Z consumers connect their bank accounts to an average of six websites or apps, the report found.
For support teams, the integration means fewer escalations for account-linking issues and faster resolution times. Learn more about AI for Customer Support and how AI Agents & Automation are reshaping support workflows.
Your membership also unlocks:
