Financial technology company Avant has implemented an artificial intelligence-powered Virtual Agent, developed in collaboration with conversational AI platform Replicant, to enhance its Avant Card inbound customer service operations.
Since its launch in January 2026, the Virtual Agent has demonstrated improvements in operational efficiency, resolution rates, and customer satisfaction. The system was designed to address complex customer service needs by focusing on five core operational principles: continuous availability, the redirection of routine inquiries from human specialists, structured data capture, instant scalability during peak demand, and maintaining consistent, compliant customer communication across all interactions.
The integration of structured interaction data from every Virtual Agent conversation provides Avant’s teams with clearer, more actionable insights into customer requirements and areas for product and service enhancements. This feedback mechanism is critical for delivering an excellent customer experience and is challenging to achieve at scale through human-handled calls alone. For Avant’s customer service specialists, this shift means repetitive, high-volume requests are managed by the Virtual Agent, allowing them to dedicate their expertise to more nuanced conversations that strengthen customer relationships. Furthermore, the Virtual Agent’s scalability mitigates the impact of unexpected volume surges.
Margaret Hermes, Chief Operating Officer at Avant, stated, “Our goal is to build a more responsive operation where AI handles complexity at scale, our talented team of customer service human specialists focuses on the work that demands judgment and empathy, and the entire system generates better intelligence about customer needs over time.”
The Virtual Agent has delivered measurable improvements since its deployment. The platform now independently completes approximately 62% of customer calls without requiring transfer to a human agent. Customer feedback has been positive, with an average rating of 4.6 out of 5 on post-call surveys conducted since the launch. Avant plans to further expand the use of its Virtual Agent platform to optimize customer support operations.
Avant operates as a data-driven platform positioned at the intersection of technology and credit, serving the financial needs of millions of middle-income Americans. The company leverages data and machine learning to provide access to a suite of financial products and services, including credit cards, personal loans, and a personal financial management tool. Since introducing personal loans in 2013 and credit cards in 2017, Avant has connected over 4 million unique customers to more than $13.2 billion in personal loans and issued over 2.9 million credit cards. Avant-branded credit products are issued by WebBank.
Replicant is an enterprise customer service AI platform engineered for production speed and long-term scalability. The platform’s AI agents are built using a company’s own conversational data and modeled after its top agents to manage customer interactions end-to-end, resulting in faster resolution, reduced costs, and enhanced customer experiences. Replicant unifies Conversation Automation and Intelligence with enterprise-grade reliability, security, and scalability.
