RefiJet was founded in Denver, Colorado, in 2016 to address a clear gap in the market: the lack of accessible auto refinancing options beyond conventional bank loans. Over the years, RefiJet has grown steadily, building a reputation for high customer satisfaction and operational excellence; today, as a key player in the auto refinancing space, RefiJet manages a high-volume contact center that handles over 1,000 calls each day. However, rapid growth brought new challenges. To stay agile and responsive, RefiJet needed a unified solution to streamline its tech stack, enable 24/7 service, and let agents focus on high-value interactions while AI handled routine tasks. That's when they found ConnexAI.

Reducing Call Volume, Boosting Agent Performance

After exploring various customer experience technology providers and even juggling four different vendors at one point, RefiJet ultimately found that ConnexAI was the one solution capable of meeting all their needs.

"Any business that's not looking at or adopting AI or looking for a company like ConnexAI to to fully integrate AI into their business is not going to be able to keep up," summarizes David Sunshine. One of the most immediate benefits RefiJet saw was a significant reduction in manual effort required to handle customer inquiries, thanks to ConnexAI’s AI Agent. "We've seen customer service representatives take 50 to 60% fewer phone calls," says Guy Valles, Contact Center Operations Manager at RefiJet, who also highlighted AI Agent's strong grasp of domain-specific industry knowledge, having been trained on extensive internal documents combining industry expertise and real-time data.

Athena AI’s advanced comprehension capabilities have significantly enhanced RefiJet’s customer experience through its AI Guru module. This tool supports agents in real time by suggesting relevant prompts, resources, and next steps for handling customer inquiries. "Our agents love using AI Guru because a lot of them don't come from a finance background, and we have a lot of complicated, complex questions that come from our consumers," says Guy Valles. "So rather than having to place someone on hold to go get the answer to a question or struggle trying to answer, all they have to do is punch in the question to AI Guru, and they have it within seconds."

In addition, ConnexAI’s AI Analytics suite has enabled RefiJet to analyze every call, uncovering patterns, identifying improvement opportunities, and driving smarter decision-making across their operations. "Since we've migrated to ConnexAI, we've had the best months that we've had in years," summarizes Guy Valles. With AI deeply integrated into their operations, RefiJet is well-positioned to continue delivering exceptional customer service while maintaining the efficiency and scalability needed to compete in the evolving financial services landscape. As David Sunshine concludes: "AI is going to be a big part of the future of RefiJet. To be able to keep up, we are going to be relying on ConnexAI to really, really bring us into the next level of AI."