Activation up 41%
An onboarding agent that scaled with the team — guiding new users through account setup without adding headcount.
Industry tag: Fintech
Service tag: Custom AI Agent
Increase in activation rate
sec
Average onboarding time (down from 45)
3
3
X
Coverage, no added headcount
Weeks
From kickoff to live
Ledgerly is a Series A fintech platform for freelancer invoicing and tax prep. New user activation was their biggest growth bottleneck — signups weren't converting into active users.
The Problem
Signups weren't sticking.
Account setup required connecting bank accounts, verifying tax details, and configuring invoicing preferences — a process most users abandoned halfway through. Support couldn't scale 1:1 onboarding calls fast enough, and self-serve docs weren't cutting it.
The Head of Growth told us: "We were acquiring users and losing most of them in the first ten minutes. That's not a marketing problem, that's an onboarding problem."
The Approach
An 8-week build.
Phase 01 — Weeks 1–2: Audit & Design
Mapped the full onboarding funnel and identified drop-off points
Reviewed support transcripts from past onboarding calls
Designed conversational flows for each setup step
Phase 02 — Weeks 3–6: Build
Built an onboarding agent that guides users through account setup in real time
Integrated with their banking and tax verification APIs
Built fallback logic to route stuck users to a human specialist
Phase 03 — Weeks 7–8: Deploy & Refine
Launched to a subset of new signups first
Tuned conversation flows based on real drop-off data
Rolled out to 100% of new users after validation
The Solution
A guide, not a form.
The agent replaces static onboarding docs with a live, conversational guide:
New user starts setup — agent greets them and explains each step
Agent walks through bank connection and tax verification in plain language
Agent answers questions in real time instead of linking to docs
Stuck or uncertain users are handed to a human specialist with full context
Completed setups trigger a personalized "getting started" follow-up
The Results
90 days of results.
41% increase in activation rate
12 minutes average onboarding time, down from 45
24/7 onboarding coverage with zero added headcount
Support team's onboarding call volume dropped by 70%
"
"This didn't just save us support hours. It fixed the actual leak in our funnel."
Carlos
Head of Growth, Ledgerly
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