How Super.money turned every app review into instant engagement
“Nurix didn’t just offer a tool, they co-created a response system that was faster, smarter, and aligned with how we talk to our users.”
Super.money is a credit-first digital banking platform backed by Flipkart, offering UPI payments, credit cards, fixed deposits, and pay-later options in one app. After launching in June 2024, the platform achieved over 2 million downloads in just two months — a strong signal of market adoption that quickly exposed scaling challenges in public user engagement
As Super.money’s user base grew rapidly, so did the volume of public reviews on the Play Store — a key channel where customers share feedback, issues, and feature requests. While this traction indicated strong engagement, it also introduced operational friction:
Key challenges included:
- Thousands of reviews remained unanswered, reducing visibility and trust
- Inconsistent response times during peak demand
- Lean support teams struggled to keep pace with volume
- Valuable insights from user sentiment were scattered and hard to act on
Without automation, Super.money risked lower app ratings, weaker user trust, and missed opportunities to turn public feedback into product improvements and brand affinity
Super.money partnered with Nurix to build an AI Review Response Assistant that could automate replies to Play Store feedback at scale — intelligently, accurately, and in real time.
Rather than generic automation, the system combined several advanced capabilities:
Key workflows included:
- Review tone understanding:
A custom LLM detected sentiment, urgency, and issue type, enabling emotionally aware responses. - Retrieval-Augmented Generation (RAG):
Historical reviews and product FAQs were used to surface contextual, accurate replies. - Brand-aligned response generation:
Replies were consistent with Super.money’s voice and style, improving trust and clarity. - Structured insights and analytics:
Feedback was categorized and reported, turning reviews into actionable product signals.
Together, these workflows transformed review management from a reactive manual process into an automated, brand-strengthening engagement loop.
With the AI-powered review assistant in place, Super.money delivered measurable improvements across responsiveness, coverage, and quality:
Nurix enabled Super.money to scale public feedback engagement at enterprise grade, turning what was once a support burden into a strategic brand advantage. Unlike generic automation: The solution adapts to tone, sentiment, and urgency. Responses stay aligned with brand voice and expectations, analytics surface feedback trends for product teams and scale is achieved without retraining or hiring additional staff. This combination turned every user review into meaningful, timely engagement — building trust, improving visibility, and creating a continuous feedback loop that strengthens the product and brand alike.
Rapid growth in user feedback created overwhelming review volumes, slow response times, and inconsistent engagement that strained the support team and hurt user trust.
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