PayFacto, a leading global payment processing company handling $10 billion in annual transaction volume and serving 22,000+ active merchants, is using gotoHuman to be able to automate key sales and marketing processes with AI.
By introducing gotoHuman as their human-in-the-loop solution, PayFacto achieved a 4x ROI within the first month while improving accuracy and building the team's trust in AI-driven automations.
PayFacto’s sales reps are managing an impressive amount of inbound interest. But their lead intake process required significant manual effort, involving copy-pasting into their CRM, and manual checks to assign leads properly.
Their automation partners at SCI Programming started building an AI workflow using Make, recognizing that human oversight was essential. As Stefan, the project lead, explained, "a human checkpoint gives us three things that AI cannot yet deliver consistently: contextual judgment, brand tone control, and final accountability."
PayFacto needed an easy-to-use approval solution that keeps their sales reps in the loop, and that integrates seamlessly with any current or future AI workflows.
We wanted a solution that gave reviewers an intuitive interface, without the need for any tedious onboarding. And every action had to be time-stamped and logged for compliance audits.
Stefan, SCI Programming for PayFacto
When implementing the lead intake automation for PayFacto, SCI Programming introduced gotoHuman to have a fast and intuitive review experience that they could easily tailor to their specific needs.
In the given example, Sales reps now simply receive a public link whenever their review is needed. They examine CRM matches, confirm or override contact identification, and submit their approval. The automation then updates or creates the contact, manages opportunities, and includes a final human checkpoint before publishing anything live.
Hidden meta-fields pass technical IDs back to the workflow without cluttering the reviewer interface, making the entire process feel like a quick read-through rather than a data-entry exercise.
The automation experts at SCI Programming highlighted a remarkably smooth implementation experience. The updated AI workflows were up and running within just a few hours.
Team adoption was practically overnight—after a brief introduction meeting where they demonstrated the new simplified review process, team members were running their first approvals during the same session. Since there was no need for additional logins, or complex navigation, the workflow felt familiar from day one, with zero questions coming up from reviewers.
Setup was plug-and-play with no roadblocks at all. And team feedback has been overwhelmingly positive.
Stefan, SCI Programming for PayFacto
PayFacto achieved substantial improvements across multiple dimensions following their gotoHuman implementation. The company now saves 10 hours per week as individual approvals now take “five seconds, not five minutes.”
This translated to a 4x return on investment within the first month. Beyond time savings, accuracy improved dramatically through the elimination of manual copy-paste errors and an optimal review experience.
The introduction of gotoHuman also had a notable impact on PayFacto’s relationship with AI. Previously viewed as a "risky experiment," AI became a "trusted everyday tool" with gotoHuman serving as a safety net for every AI-driven step.
gotoHuman acts as a one-click approval safety net that turned AI from “risky experiment” into a trusted everyday tool for us.
Pierre-Marc, Head of Marketing, PayFacto
The team now approaches new AI opportunities with confidence, knowing that human oversight can be easily built into every process, independent of the underlying tooling, and without adding operational complexity.
They already rolled out additional AI-driven workflows, including one for their reputation management that publicly responds to customer reviews. The automation allows for fast response times, while the integration of gotoHuman lets a reviewer ensure high-quality replies and a consistent brand voice.
We’ll keep using gotoHuman as the go-to checkpoint for any new AI automation we roll out. It lets us expand our AI efforts with confidence while maintaining high quality - without adding extra complexity for the team.
Stefan, SCI Programming for PayFacto
