Trade Republic axes customer service chatbots, replaces them with over 1,000 humans
Tech.eu / 4/15/2026
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Key Points
- Trade Republic is ending its customer-service chatbot approach after facing criticism about chatbot performance.
- The firm has trained and is adding more than 1,000 human customer service agents to handle support instead of automated chat.
- The move signals a shift away from purely AI-mediated customer support toward human-led service in response to user dissatisfaction.
- The change is likely to affect customer support operations, staffing, and cost structure for Trade Republic’s support function.
In a world of finance, where automation, AI and chatbots are becoming more commonplace, Germany’s most valuable startup is taking the opposite path. Trade Republic, which is valued at €12.5 billion, ...
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