Cherry
How Cherry's AI chatbot reached 85% automated resolution across 10,000 monthly patient conversations, recovering 700+ agent hours while improving payment completion.
Industry: Financial Services / Healthcare Fintech
Client Profile: Cherry provides BNPL payment solutions for health, wellness, and veterinary providers. Approximately $50M annual revenue, 201–500 employees, based in San Francisco.
Key Results
- 85% automated resolution rate across 10,000 monthly conversations
- 700+ agent hours/month recovered (equivalent of 4–5 FTEs)
- Increased autopay enrollment and improved cash flow
About the Client
Based in San Francisco, CA, Cherry is a fintech platform providing "Buy Now, Pay Later" (BNPL) solutions for health, wellness, and veterinary providers. With approximately $50M in annual revenue and 201-500 employees, Cherry offers payment plans that split large treatment costs into manageable installments—either interest-free or with qualifying APR options up to 60 months.
Client Voice
Cherry's patients get instant help at any hour, while the company handles 10x the volume with the same support team. Your growth doesn't have to mean a bigger payroll.
Need to scale support without scaling headcount? AI can handle the repetitive work so your team focuses on what matters.
The Challenge
Patients needed help navigating the site and managing their payments after procedures. The company lacked staff capacity to answer every question, leaving patients struggling with common account management tasks.
Repetitive Support Volume
Most support requests centered on repetitive issues: making a payment, setting up autopay, adding a credit card, logging into the portal, viewing cards on file. These weren't complex problems, but they required human intervention for every single patient who got stuck.
Scaling Problem
The support team couldn't scale to meet demand. Wait times grew. Patients got frustrated. Some gave up on autopay enrollment entirely, which meant more missed payments and more collection effort downstream.
The Solution
An AI-powered chatbot was built and integrated with Zendesk to guide patients through their payment journey.
Conversational Guidance
The chatbot answers patient questions using the company's process guidelines and walks patients step-by-step through the tasks they're trying to complete. It doesn't just point patients to help articles—it guides them through the actual workflows, like a live agent would.
Authentication & Context
The system handles authentication, retrieves account details, and provides contextual assistance based on what the patient is trying to accomplish. Patients get instant help at any hour.
Smart Escalation
Complex cases escalate to human agents automatically, with full conversation context attached.
The Results
By the Numbers
- 85% automated resolution rate across ~10,000 patient conversations/month
- ~8,500 issues/month resolved without human intervention
- 700+ agent hours/month recovered (equivalent of 4–5 full-time employees)
- Increased autopay enrollment due to frictionless onboarding
Operational Impact
Support costs dropped while patient satisfaction improved. Patients didn't have to wait for business hours or sit in a queue.
More patients enrolled in autopay because the process became frictionless. Fewer missed payments meant less collection effort and improved cash flow.
The team can now focus on complex cases and relationship-building instead of password resets and "where's my payment button" questions. The company scaled confidently without adding headcount to the support organization.
Cherry's patients get instant help at any hour, while the company handles 10x the volume with the same support team. Your growth doesn't have to mean a bigger payroll.
Need to scale support without scaling headcount? AI can handle the repetitive work so your team focuses on what matters.