Crypto exchange achieves 58% query resolution
Bitflex, a leading Malaysian cryptocurrency exchange, transformed its customer experience and improved ticket resolution rates with Proto's AICX solution.
2x
increase in usage via multilingual chatbot
142K+
interactions handled
58%
inquires automated
Cryptocurrency exchanges face significant customer service challenges, with the need to provide 24/7 customer support alongside robust consumer protection. Bitflex, a leading cryptocurrency exchange in Malaysia, offers a secure and user-friendly platform for trading digital assets – and needed a customer support solution to uphold their commitment to exceptional service and cutting-edge technology for their global user base.
To tackle this challenge, Bitflex turned to Proto's AICX Platform, leveraging multilingual AI-enabled chat to guide customers through their journey, with livechat features to involve support agents when necessary.
Challenge: Efficient query resolution
Challenge
Bitflex needed an efficient way to help customers resolve technical issues, with human support agents to assist customers for more complex queries. In addition, Bitflex also wanted to customise user journeys based on different communication channels — specifically mobile (Android & iOS) and web (desktop).
Process: Tailoring the customer journey
Process
Proto helped Bitflex achieve a more customer-centric approach with an automated customer journey tailored to their needs. This involved:
- Designing a solution that collected user details such as name, email, and device type before chats begin to help improve user segmentation while providing customer support agents with vital user information.
- Integration with Bitflex’s existing infrastructure for personalised and efficient customer support.
- Self-service options for round-the-clock automated support combined with routing to live support agents whenever needed.
In addition to comprehensive support, the new solution also enables Bitflex to offer superior consumer protection for its global user base.
Solution: Increased engagement and resolution times
Solution
The deployment of Proto's AICX solution yielded impressive results for Bitflex:
- Increased Engagement: Within just one month post-deployment, Bitflex witnessed an almost 2x increase in engaged usage, indicating a higher level of user interaction and satisfaction.
- Improved Ticket Resolution: Over the first two months, Bitflex achieved a 77% ticket and case resolution rate.
- Automated Query Resolution: During the initial two-month period, Bitflex observed a 58% resolution of user queries through the automated chat solution alone, reducing the workload for support agents.
11K
interactions handled monthly
With Proto’s AICX Platform at the helm of their customer support, Bitflex has achieved an enhanced and efficient customer experience. Bitflex's collaboration with Proto exemplifies how leveraging advanced AI technology can position cryptocurrency exchanges as forward-thinking, customer-centric platforms.
About Proto
Proto is the leading generative AICX platform for local languages. Its inclusive chatbots excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. Powering the Proto AICX Platform is the proprietary ProtoAI™ engine for exceptional text and voice accuracy in underserved languages and large language models, such as ChatGPT. Proto's enterprise-level capabilities include data privacy options such as hybrid and on-premise hosting, customised CX analytics, and a 24/7 prompt engineering service.