In the ever-evolving landscape of the FinTech industry, companies strive to stay ahead by embracing innovative technologies that enhance operational efficiency and customer satisfaction. One such FinTech giant, renowned for its revolutionary payment solutions and merchant-focused technology, embarked on a transformative journey to address its growing operational challenges. AI-powered automation specialists Simplifai explains how it enhanced the efficiency of this industry titan.
A leading FinTech company in Asia, with a valuation nearing $3.1bn, had carved a niche in the industry with its innovative payment solutions.
Catering to over 100,000 merchants, this company had always prioritised providing seamless and secure transaction experiences.
However, as their customer base expanded, so did the complexity of managing customer interactions and service requests.
With a diverse customer base that includes third-party merchants, partners, end-customers, SMBs, and enterprise businesses, the FinTech company faced significant operational challenges.
Each transaction generated a case, followed by one or multiple tickets for each case. Annually, the company received at least 1.2m customer service tickets, with numbers peaking during busy seasons, sometimes exceeding 100,000 tickets per month.
The manual processes for data gathering, data entry, and ticket assignment were time-consuming and costly. The burdened customer service team struggled to close cases within the defined turnaround time, leading to backlogs and the need for additional capacity during peak periods.
Seeking a solution – Simplifai’s AI automation platform
To address these pressing challenges, the FinTech company sought a robust solution that could streamline their customer service operations, enhance efficiency, and reduce manual workload.
They turned to Simplifai, a leader in AI automation, known for its ability to deliver scalable and effective solutions tailored to specific business needs.
Simplifai introduced its AI Automation Platform, specifically designed to automate key processes within the FinTech company.
The platform targeted two primary processes with the help of an email processing module.
By leveraging AI automation, Simplifai enabled the company to process 100% of incoming emails, including 30,000 emails per month for the email automation process (non-voice) and an additional 15,000 emails per month for one of its key applications.
The automation platform was capable of end-to-end processing, which involved actions such as replying to emails with accurate responses.
For another process, the end-to-end automation rate reached 52% and is expected to rise to 80% with the integration of a document processing module in the near future. For the first application, the automation rate was as high as 93%.
Remarkable results and efficiency gains
The implementation of Simplifai’s AI Automation Platform brought about significant improvements in the FinTech company’s operational efficiency.
One of the most notable achievements was the drastic reduction in email turnaround time, slashed from 6 minutes to just 2 minutes per email. This enhancement not only expedited customer service but also boosted overall customer satisfaction.
The automation solution effectively performed the work equivalent to 20 full-time employees, saving the company 160 hours per day in customer support-related services. This immense time saving allowed the customer service team to focus on more complex and value-added tasks, thereby improving productivity and morale.
Furthermore, the 100% processing rate for daily incoming emails ensured that no customer query went unattended, minimising manual errors and enhancing the accuracy and efficiency of responses. This operational excellence also translated into boosted business opportunities and a higher return on investment (ROI).
A strategic partnership for continued innovation
Encouraged by the success of the initial implementation, the FinTech company and Simplifai are exploring additional use cases for AI automation such as merchant onboarding, and transaction-related processes.
The strategic collaboration between the FinTech giant and Simplifai marks a significant milestone in the industry, highlighting the increasing reliance on AI and automation to enhance operational efficiency.
Looking ahead, this partnership is poised to pave the way for more advanced integrations and innovative solutions, potentially revolutionising how financial transactions and customer interactions are managed.
As the FinTech company continues to grow and evolve, its alliance with Simplifai stands as a cornerstone in its mission to redefine the FinTech landscape.
The journey from manual, time-consuming processes to streamlined, AI-powered operations showcases the transformative power of technology.
By embracing AI automation, the company has not only addressed its operational challenges but has also set a new standard for efficiency and customer service in the FinTech sector.
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