Success Story
50% Faster Customer Response Time for a US-Based Payment FinTech Using AI-Enabled Automated Customer Service Platform
Client Introduction
A leading payments FinTech company in the US, which focuses on modernizing payment processing platforms through core technology innovation, cloud-based architecture, and API-based frameworks.
Problem Statement
The organization faced multiple challenges due to the significant volume of transactions processed through its payment platform. These issues needed a range of customer servicing abilities to address the following challenges:
- Regulatory and compliance complexities
The high volume of transactions necessitated specialized workflows to ensure adherence to regulations and meet compliance while serving customers effectively. - Fraud and dispute management issues
The rapid adoption of the payment platform elevated financial fraud risks and the number of payment disputes, requiring targeted intervention that could support human expertise. - Difficulties in resolving customer requests at scale
Frequent and high-volume tickets demanded a scalable platform to process the service requests efficiently and cost-effectively.
Solution Offered
Anaptyss digital technology architects conducted a comprehensive system audit and developed bespoke customer servicing platform using HubSpot and Samespace.
The team leveraged the Sense-Analyze-Respond-Evolve (SSRE) approach to analyze the client’s existing setup, allowing them to deliver targeted and customized digital interventions to address the issues.
Key Solution Delivered
- System Diagnostics and Real-time Customer Insights. Identified and captured customer needs.
- Detected service events, inquiries, and issues in real-time, and integrated them with customer touchpoints.
- Automated backend data collection and event tracking for fraud alerts and compliance.
- Automated data enrichment and context retrieval.
- Designed HubSpot-based workflows to categorize tickets into 48 predefined types.
- Defined the criteria to prioritize tickets based on urgency.
- Analyzed customer sentiments from chat and voice using Samespace.
- Developed rules to monitor compliance-related inquiries and fraud triggers.
- Configured Samespace for voice and chat responses, with all interactions logged in HubSpot.
- Automated HubSpot workflows for each ticket category, including escalation paths.
- Automated responses and self-service options where feasible.
Business Outcomes
- ~ 50% reduction in First Response Time (FRT).
- ~ 30% shorted duration for dispute resolution.
- ~ 40% reduction in operating costs.
- Improved scalability with minimal added cost.
- Enhanced customer experience.
Turning Complex Challenges into
Measurable Outcomes
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