The ledger already had most of the answers.

Most questions from Ledgerly’s seven thousand business customers are about one account. The agent opens that account before it answers.

The Canto analytics screen: resolution over time, quality, and the ranked reasons a thread reached a person.

Most of what our customers asked us was already in the ledger. The agent opens the account first and answers from what it finds, so my team only gets the cases where somebody has to decide.

Priya Raghunathan

VP Customer Operations

The problem

Ledgerly runs business accounts and company cards for about seven thousand small firms, and support worked from one shared inbox. Most tickets were about one account: where a transfer had gotten to, why a card was declined, what a fee was for. Each meant opening the account, and a follow-up on chat became a new ticket with no history.

Saved replies were quicker to write but still had to be checked against the account. A help article on transfer times was accurate and rarely read.

What Canto did

Ledgerly decided early that the agent would answer from the account, not from articles about accounts.

A direct connection to the ledger, both to read transactions and to post small reversals.
All 42 fee and payments policies, each cited beside the answer that relies on it.
Permission to reverse fees of up to $50 itself, and no further without sign-off from operations.

Canto account view for a Ledgerly business customer: a posted supplier payment, a retried attempt flagged as a pending hold, and the payments policy cited. A card reads Fee reversal: within limit.

The queue sat in email, so email went first. Web chat followed after a month and the phone line after two. On the phone, the agent can already see what a customer emailed the night before.

What still goes to a person

Financial advice is never the agent’s to give, whether on moving money or on how a payment is taxed. Operations also gets suspected fraud, credits above that limit, anything the policies cannot support, and any customer who replies negatively twice, with the agent’s summary ahead of the thread.

What changed

Threads close sooner now, because the answer arrives with the account record behind it. Operations works the frozen cards, chargebacks and changes of ownership that no rule can settle.

Line chart of Ledgerly's resolution time across email, web chat and phone, falling from July to September. A card reads Escalations: fewer.

A bakery owner emailed on a Sunday evening to say a $1,240 supplier payment had left the account twice. It had not. The second line was a pending hold from a retried attempt, and the payments policy says a hold drops off within three business days. The agent explained that, reversed the $15 retry fee and closed the thread. Nobody at Ledgerly opened it.

Payroll questions are the next to move across. They land in the last two business days of each month, when the team has the least time, and the ledger can answer nearly all of them.