How Chime Is Using AI to Redefine Member Experience

AI is powering faster support, safer accounts, and more personalized service—at scale.

This is Part II of our “AI Across Chime” series, exploring how we’re applying AI to build smarter, collaborate faster, and serve our members better.

Over the past five years, Chime has made significant investments in AI and automation—not to replace human interaction, but to make every interaction more responsive, efficient, and empathetic.

That strategy is now delivering results at scale.

In 2024, Chime supported more than 50 million member service interactions, with AI assisting in the majority of cases, while live agents remain available 24/7 for complex or sensitive needs. Member satisfaction has surged, operational costs have dropped, and service capacity has expanded to meet the growing needs of a highly engaged member base.

“Technology should make financial services feel more personal, not less,” says Janelle Sallenave, Chime’s Chief Operating Officer. “AI is helping us deliver consistent, human-centered support at a scale that simply wasn’t possible before.”

Chime’s member experience is built around flexibility: live agents are available 24/7 by phone or chat, while automation offers fast self-service options. In 2025, Chime introduced new generative AI voice and chatbots, designed to meet members wherever they are and resolve inquiries instantly, when possible.

The results:

• More than 70% of member support interactions now begin with AI-powered self-service options, giving members faster answers for routine needs, with seamless handoff to live agents whenever required.
• Resolution rates have improved by 20 to 40+ percentage points since launch.
• Member satisfaction scores have increased by 80% since 2023.
• Support capacity has expanded significantly, allowing agents to focus more time on complex and sensitive member needs.
• The generative AI voicebot now successfully resolves ~66% of calls that choose self-service, up from <20% prior to launch, with seamless transfer to live agents whenever needed.
• The AI chatbot resolves ~75% of chats, offering instant answers at scale.

“We’ve seen that technology and empathy can scale together,” says Sallenave. “If a member needs more help, a human is always just a call or chat away. But AI allows us to meet more needs, faster, without compromising quality.”

AI isn’t just transforming everyday support. It’s also improving speed, accuracy, and consistency in complex, high-stakes workflows like disputes and fraud prevention.

Chime’s AI-powered disputes management platform, introduced in 2024, is already delivering stronger outcomes:

• Average dispute resolution time has dropped by more than 50%, from ~42 minutes to under 20.
• AI-powered fraud detection and risk-scoring models have helped reduce fraud losses by 29% since 2022, while final enforcement actions remain governed by established rules and human oversight.
• Manual processes like mail processing and document reviews are now 70% faster.

These gains are backed by Chime’s long-standing commitment to compliance and consumer protection.

Chime’s AI transformation also includes a full revamp of how it monitors and improves service quality. AI-assisted quality tools now review interactions at scale to surface trends and coaching insights, with human managers responsible for evaluation and follow-up. This shift enables faster coaching, real-time feedback, and more consistent outcomes.

These insights not only improve team performance, they also ensure every member gets the same high level of care, no matter how or when they reach out.

Much of Chime’s AI success is rooted in foundational work: restructuring internal knowledge systems, improving support content, and unifying sources of truth across platforms.

This infrastructure enables consistent responses across channels—whether handled by bots or humans—and lays the groundwork for even more intelligent, personalized support in the future.

“We’re not just solving today’s challenges,” says Sallenave. “We’re building a system that can evolve with our members’ needs so every interaction feels smarter, faster, and more human.”

Chime’s member-first AI strategy is proving that speed and empathy aren’t at odds. By using AI to handle routine interactions and accelerate complex ones, Chime is delivering on its promise of financial progress with the responsiveness and care members expect.