Lili, the leading business banking platform, is redefining customer support for small and medium-sized business owners by combining AI-powered tools with personalized human assistance. The company has announced that 83% of its customers rated their support experience a 9 or 10 out of 10, highlighting a new benchmark in service quality. The platform’s hybrid support model has proven highly effective, with data from January to October 2025 showing that 40% of customers chose to engage with Lili’s AI chatbot for their support needs. Support interactions were distributed across three main channels: about 40% started in the AI chatbot, 32% came through phone calls, and 28% were initiated via email—reflecting growing customer comfort with automated solutions while still valuing direct human contact. A key indicator of the model’s success is that in October 2025, 82% of conversations that began with the AI chatbot were fully resolved without requiring escalation to a live agent. For the remaining 20%, the transition to a human agent was seamless and only when additional support was needed, ensuring both speed and empathy. “Small business owners don’t have time to wait on hold—they need answers in seconds,” said John Mearls, Vice President of Risk & Operations at Lili. “Lili has built a customer support machine that balances the speed of AI with the reassurance of human connection. This blend of automation and empathy is setting a new standard for what modern financial support should be.” This approach aligns with a broader industry shift toward AI-enhanced customer service. As Forrester notes, generative AI, large language models, and agentic AI are transforming support experiences by enabling faster, more natural, and more intelligent interactions. These tools can now handle complex queries with greater accuracy and in a way that feels more human, significantly improving customer satisfaction. Lili, founded in 2019 by financial and technology industry veterans Lilac Bar David and Liran Zelkha, offers a comprehensive platform tailored to business owners. It combines business banking, built-in accounting, and credit-building tools to help entrepreneurs manage their finances more efficiently. The company is backed by top-tier investors including Group 11, Foundation Capital, AltaIR Capital, Primary Venture Partners, Torch Capital, Target Global, and Zeev Ventures. Headquartered in New York, Lili serves customers across all 50 U.S. states. Banking services are provided by Sunrise Banks, N.A., Member FDIC. For more information, visit lili.co.