Leading FinTech scaled customer support with next-generation AI
6th of April 2022
Advanced AI Chatbot is a crucial aid in scaling the fast-growing platform at the leading fintech, being a major asset for ensuring good customer service.
Leading fintech
1 million customers
27 countries supported in EU
17.000 chats per month
5 FTW saved on average
Upgrading customer support with AI Chatbot
Looking towards the future, with a fivefold growth in their user base, and the aim to increase their service level, the leading fintech has opted to add a chatbot to their support channels including available 24/7 support - “which has become a major help with the scalability of the team”, says Team Leader at the leading fintech company.
Five days after its launch the chatbot handled a service disruption and thousands of chats “proving to be a major asset in our service level after” adds the Team Leader.
In the following two months, the chatbot has managed around 17.000 chats per month, covering the questions users ask. The chatbot is performing above all expectations and the fintech company estimates to have saved the time of around 5 full-time employees – time that now agents can use to focus on more complex cases.
Multi-language Support with minimal maintenance
“We have grown rapidly over the last year, and SupWiz Chatbot has been a crucial help in the Scalability of the team.”
The leading fintech company is working on further improving the user experience by adding new languages to their Chatbot. SupWiz allows adding new languages with one-click, with language-specific customizations, for example, support links that change for each language, or specific answers that vary based on language or location – all this while keeping minimal maintenance needed.
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About SupWiz
SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Our omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine, and more.
The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel, among others, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz's AI solutions, benefiting millions of end-users in multiple languages. Our customers include several large public institutions (e.g., Tax Authorities, Hospitals, Governmental units) and private organizations in web hosting, logistics, media, utilities, among others. For example, NNIT, One.com, DSV, TV 2, and many more.
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