How Chime Turned AI Visibility Insights Into Company-Wide Action

Chime is one of America's largest fintech companies, offering fee-free mobile banking to millions of customers through its partner banks. They operate in a heavily regulated industry where compliance, disclosures, and legal review shape every piece of content that goes live.

Chime's AI search team is among the first to build with AirOps Quill: proving out what happens when an AI agent becomes a core part of how the team operates, connecting insights to execution across the entire organization.

These are the early innings of agentic marketing at Chime, and the impact is already reaching the C-suite.

3x citation lift was just the starting point

Chime's content team had already built a strong foundation with AirOps. Content refresh Workflows were driving real results: a 3x lift in AI citations. The team was able to track performance within AirOps, a big unlock in the world of AI search (which can feel like a black-box). But those citation trends, category rankings, and answer volumes, lived in dashboards that took time to pull together.

"When our Chief Growth Officer wanted to see the search volume for topics like 'best fee-free banking' across AI platforms like ChatGPT, that data existed within AirOps, but it used to take me some time to pull it together" said Bridget Nelson, who leads AI search strategy at Chime.

Playbooks changed what was possible. Bridget built a citation and visibility Playbook that pulls AI search data and formats it into clean, shareable output: categories Chime is winning in, answer volume, share of voice. What used to require exporting data and building a presentation now comes out of a Playbook ready for a leadership meeting.

From insight to deployed cross-functional strategy, fast

The data didn't stay in a deck. Bridget used citation analytics to make a case to leadership that AI citations function like a new generation of backlinks: when Chime gets cited in AI answers, it reinforces brand association with the topics that matter. AirOps research on offsite signals backs this up: 85% of brand mentions in AI search come from third-party sources, and brands are 6.5x more likely to be surfaced through external content than their own domains. Bridget brought that data to leadership, and it changed the conversation.

"We went to leadership with all this data, and we got buy-in to build with the networks that are influencing AI search," Bridget said. "AirOps helps us find the data we need, act on it, and then track AI visibility: all within the same system."

From there, Playbooks spread across the organization. Bridget built them for content refresh briefs, Reddit monitoring, LinkedIn product launch messaging, and Chime-branded articles that need to clear compliance review. Each one connects insight to execution: the visibility data tells the team where to focus, and the Playbook helps them produce the work.

The trust layer makes this possible at a company like Chime. "The difference between Quill and a generic LLM is trust," Bridget said. "It knows our brand guidelines, real-time citation data, and legal guardrails. So when I'm building out a LinkedIn Playbook or a new strategy, it's pulling from our actual history, not hallucinating from somewhere else. It holds our institutional knowledge so I can just think out loud and get what I need."

Cracking the compliance bottleneck through conversational iteration

Before Quill, Chime wouldn't even run branded content through AirOps. The team used other internal tools instead, because Workflows couldn't always get Chime's product language right, especially given how quickly it evolved. In a heavily regulated industry with strict disclosure requirements, superscript formatting, and bank-specific compliance triggers, training a model on those rules was painfully slow. Every correction meant modifying a Workflow step, testing it, and hoping the fix held across edge cases.

Playbooks changed the dynamic because the iteration is conversational. Bridget can go in, give feedback in natural language, and update guidelines live in the chat with Quill:

• "Always use this disclosure here."
• "This superscript needs to trigger whenever we mention a banking partner."

Quill handles the formatting autonomously but knows when to pause and surface drafts for compliance review before anything goes live. The kind of tactical, annoying formatting work that used to bounce back and forth for months now gets resolved in the Playbook itself.

"We had to iron out a few kinks, but that would have taken forever with Workflows," Bridget said. "Some articles were taking four months to go live. Now, by the time it gets to the humans, it's more accurate on the first pass."

The result: Chime is now producing branded, product-specific content through Playbooks for the first time, with the tactical formatting work handled upfront, so human compliance reviewers can focus on the content itself and approve faster.

What's next

Bridget is in cross-functional meetings now with a different pitch than she had a year ago. The conversation isn't whether AI visibility matters. It's what to do about it, and Playbooks are how her team answers that question in real time.

"The beauty of Playbooks is how many opportunities they open up beyond just our content refresh," Bridget said. "I'm in cross-functional meetings now saying, 'let's build a Playbook for this.' AI visibility might have started on our team, but Quill unlocked growth strategies that wouldn’t have been possible before."

Ready for an AI agent that actually moves your metrics? Meet Quill.