Cash App’s Cashbot Brings Thoughtful, AI-Powered Support to Millions
Block, Inc. today shared how its customer support Cashbot is leveraging AI to deliver best-in-class customer service to Cash App customers. Built on a foundation of trust and customer-first principles, Cashbot represents a thoughtfully developed approach to delivering personalized, efficient support, while maintaining the human connection customers value.
Cashbot uses large language models (LLMs) to understand and respond to customer inquiries naturally and contextually. Between February and March 2025, following extensive testing and refinement, we’ve seen significant improvements across key metrics: the system’s ability to resolve customer inquiries without human advocate intervention has doubled from 30% to over 60%; instant support availability increased to 88% of incoming inquiries; and, messaging conversations are now more efficient – and on average, 50% shorter. Customer satisfaction ratings for Cashbot are also now nearly indistinguishable from those for our human advocates. These gains reflect our measured approach to expanding use of LLMs to help enhance the customer experience.
Central to Cashbot's success is a comprehensive trust and safety framework. Customers can connect with a human advocate, and a dedicated human quality assurance team continuously reviews responses for accuracy and responsiveness, and comprehensive risk policies have been developed in partnership with legal, compliance, and privacy teams. This multi-layered approach ensures that we are continuously enhancing the customer support experience, delivering care and attention to each customer interaction.
"Our customers trust us with their financial lives, and that responsibility guides every step of Cashbot's development,” said Ryan Brackney, Director of Machine Learning and Data Science at Block. “LLMs have allowed us to move beyond scripted replies to conversations that feel natural, remember context, and adapt when customers switch topics, all while expanding automation coverage. By handling more routine cases, Cashbot frees up advocates to focus on higher-impact, more complex support needs, where human expertise is most needed.”
Cash App will continue to enhance Cashbot's capabilities through a careful, customer-focused approach. This will include refreshing the user experience, developing new features that allow Cashbot to take actions on behalf of customers, and embedding Cashbot at the entry point of in-app support.
Disclaimers
The Cashbot feature is subject to change and may not be available for all customers or to address all customer support needs. Block, Inc. makes no representation on the accuracy, suitability, or validity of any information provided.
Block, Inc. is licensed to engage in money transmission. Block, Inc. operates in New York as Block of Delaware and is licensed to engage in virtual currency business activity by the New York State Department of Financial Services.
Block, Inc. today shared how its customer support Cashbot is leveraging AI to deliver best-in-class customer service to Cash App customers. Built on a foundation of trust and customer-first principles, Cashbot represents a thoughtfully developed approach to delivering personalized, efficient support, while maintaining the human connection customers value.
Cashbot uses large language models (LLMs) to understand and respond to customer inquiries naturally and contextually. Between February and March 2025, following extensive testing and refinement, we’ve seen significant improvements across key metrics: the system’s ability to resolve customer inquiries without human advocate intervention has doubled from 30% to over 60%; instant support availability increased to 88% of incoming inquiries; and, messaging conversations are now more efficient – and on average, 50% shorter. Customer satisfaction ratings for Cashbot are also now nearly indistinguishable from those for our human advocates. These gains reflect our measured approach to expanding use of LLMs to help enhance the customer experience.
Central to Cashbot's success is a comprehensive trust and safety framework. Customers can connect with a human advocate, and a dedicated human quality assurance team continuously reviews responses for accuracy and responsiveness, and comprehensive risk policies have been developed in partnership with legal, compliance, and privacy teams. This multi-layered approach ensures that we are continuously enhancing the customer support experience, delivering care and attention to each customer interaction.
"Our customers trust us with their financial lives, and that responsibility guides every step of Cashbot's development,” said Ryan Brackney, Director of Machine Learning and Data Science at Block. “LLMs have allowed us to move beyond scripted replies to conversations that feel natural, remember context, and adapt when customers switch topics, all while expanding automation coverage. By handling more routine cases, Cashbot frees up advocates to focus on higher-impact, more complex support needs, where human expertise is most needed.”
Cash App will continue to enhance Cashbot's capabilities through a careful, customer-focused approach. This will include refreshing the user experience, developing new features that allow Cashbot to take actions on behalf of customers, and embedding Cashbot at the entry point of in-app support.
Disclaimers
The Cashbot feature is subject to change and may not be available for all customers or to address all customer support needs. Block, Inc. makes no representation on the accuracy, suitability, or validity of any information provided.
Block, Inc. is licensed to engage in money transmission. Block, Inc. operates in New York as Block of Delaware and is licensed to engage in virtual currency business activity by the New York State Department of Financial Services.