55% lower cost while shortening conversion from three days to one
A fast-growing Indonesian fintech offers the 1RP prepaid credit card to customers who may not qualify under standard credit card policies, including people with limited or weaker credit histories. Before making a first transaction, a customer must understand the product, activate the card and complete a required first top-up.
The fintech originally relied heavily on agent-led video calls to explain the product, answer questions and guide customers through activation and initial use. That model was costly and difficult to scale against a target of up to 100,000 customer interactions per month.
The fintech introduced a Dyna.Ai outbound Voice Agent to make customer education and activation support more scalable. The production workflow now focuses on customers who have activated their cards but have not completed the first top-up, helping the fintech address a critical point between onboarding and actual card use.
Reported results include 55% lower customer acquisition and activation cost per user, a shorter average conversion cycle from three days to one day, and an approximately 40% deduplicated connection rate.
The challenge
Agent-led video onboarding could not support the target volume
The 1RP card requires more explanation than a conventional card journey. Customers need to understand why a top-up is required, how to activate the card and what to do before using it for the first time.
The fintech's service agents originally delivered much of this education through video calls. Every interaction depended on agent availability, and the same product explanation had to be repeated from one customer to the next.
This created a capacity and cost constraint. Expanding the video-call model would also increase the manual workload behind each activation. Drop-off could occur after receiving the card, before activation, after activation or before the first top-up.
The deployment
The Voice Agent moved customers through activation and first top-up
Dyna.Ai introduced an outbound Voice Agent for customer education and activation support. The initial use case focused on customers who had received a 1RP card but had not yet activated it.
During those conversations, the Voice Agent explained the product model, provided activation guidance, highlighted the mandatory first top-up requirement, answered common questions and encouraged customers to use the card.
After the solution moved into production, the fintech shifted the operational focus to customers who had already activated their cards but had not completed the first top-up. The Voice Agent now reminds these customers to top up, checks whether a specific issue is preventing them from proceeding, provides relevant guidance and encourages them to start using the card.
How the workflow changed
Consistent product education addressed barriers at scale
The Voice Agent combines proactive outreach with a consistent explanation of the 1RP card's product logic and usage requirements. It guides customers through activation and first top-up steps, surfaces concerns and handles common questions through an FAQ-based response flow. This gives the fintech a repeatable way to support a first-use journey that differs from a conventional credit card, while human teams focus on customers who need additional support.
The results
Production use lowered cost and accelerated conversion
The fintech reported 55% lower customer acquisition and activation cost per user after introducing the Voice Agent. The average customer conversion cycle shortened from three days to one day.
The outbound campaign also achieved an approximately 40% connection rate after repeat connections were removed.
Together, the results show an operating change rather than a standalone automation feature. The fintech replaced part of a high-cost, people-intensive onboarding model with a production voice workflow that explains the product, prompts the next required action and identifies barriers to completion.
