MoneyGram facilitates cross-border money transfers for 55 million customers worldwide. Each transaction represents real financial needs, from supporting family overseas to urgent business payments. Customers expect immediate, accurate answers about their transfers.
Global Scale, High Stakes
MoneyGram operates in over 200 countries and territories. Customers communicate in hundreds of languages and submit inquiries from every timezone. A customer in Kenya asking about a delayed transfer at 2 AM local time cannot wait until US business hours when the transfer is for rent, medical bills, or a family emergency.
Support inquiries cover complex topics: transfer status tracking across international banking systems, compliance verification for different jurisdictions, exchange rate calculations, fraud prevention protocols, and cross-border refund processing. Each country has unique regulatory requirements.
Traditional support models required hiring agents for every language and timezone combination. Costs escalated quickly while service quality remained inconsistent. Training agents on international money transfer regulations across 200+ markets required months of preparation.
Open's AI Agent
The AI agent handles support via email and chat across all regions and languages. When a customer inquires about a transfer to Nigeria, the agent checks transaction status, verifies with local partners, and provides precise timelines in English, Spanish, French, Arabic, Tagalog, or any other language required.
Compliance inquiries receive accurate, jurisdiction-specific responses. The agent knows documentation requirements for each destination country, including ID verification procedures, transaction limits, and regulatory restrictions.
When issues arise, such as a delayed transfer, held payment, or compliance question, the agent investigates immediately. It traces the transaction through international banking networks, identifies the hold point, explains the reason, and provides resolution timelines. Complex cases escalate to human agents with complete context.
Beyond answering questions, the AI agent takes action: tracking transfers, resending receipts, processing refunds, verifying identities, and explaining regulations. All while serving 55 million customers across 200+ countries in their preferred language.
The Results
Open's AI agent now powers MoneyGram's global customer support:
| Metric | Impact |
|---|---|
| Automation rate | 70%+ |
| CSAT score | All-time high |
| Channels covered | Email and chat |
| Coverage | 200+ countries, 24/7 |
The all-time high CSAT score resulted from consistent speed and accuracy. When a customer in Mexico receives an immediate response about their transfer to Guatemala, in Spanish with precise status details, satisfaction increases. When the AI agent accurately explains regulatory requirements across 200+ countries, trust increases.
The Impact
70% automation across global support operations enables MoneyGram to serve 55 million customers without proportional hiring for each new country or language. The AI agent scales across languages, timezones, and regulatory environments automatically.
For customers sending money abroad, support simply works. A question about a transfer at midnight receives an immediate response in their language with accurate information about their specific transaction. This reliability drives all-time high customer satisfaction.
