Support that resolves itself

Folio Pay had grown the way a good neobank is supposed to: fast, and on the strength of customers actually trusting it with their money. But growth arrived as volume the support team could feel in their bones: refunds, card freezes, the same transaction questions asked a thousand different ways, all landing in one queue that never emptied. Response times crept from minutes into hours, and in a banking product a slow answer isn't just annoying, it reads as "is my money safe?" The instinct everywhere else was to hire until the queue shrank. Folio wanted the opposite: a way to grow support that didn't mean growing headcount linearly, or offshoring away the very trust the product was built on.