Efficient customer support is critical for maintaining high levels of customer satisfaction. However, Fintech company faced significant challenges in managing context switches during customer interactions. Frequent topic changes led to slower response times, reduced efficiency, and customer dissatisfaction. Recognizing the need for a robust solution, they turned to Shperling.ai for help.
In this article we will tell you about a global financial technology company with Russian roots, revolutionizing banking by offering a digital-first approach. It provides seamless international transactions, currency exchanges, budgeting tools, and advanced financial features, all through a single app. With a focus on user convenience, transparency, and cost-efficiency, it empowers individuals and businesses to manage money across borders effortlessly.
TL;DR
FinTech company faced challenges with managing frequent context switches in customer support, slowing query resolution and reducing satisfaction. After implementing Shperling.ai’s context-switch classifier with >94% accuracy:
- Query resolution time decreased by 30%.
- Customer satisfaction scores improved by 25%.
- Support team productivity increased, reducing operational costs.
Discover how Shperling.ai's innovative solutions can transform your customer support processes.
Understanding the problem: managing context switches
In today’s fast-paced environment, customer expectations for quick and accurate support are higher than ever. Fintech company struggled with the following key issues:
- Frequent Context Switching: Customers often shifted topics mid-conversation, confusing support agents and disrupting workflow.
- Slower Query Resolution: Manually adapting to new contexts delayed response times.
- Declining Customer Satisfaction: The inability to handle context changes efficiently left customers frustrated.
These challenges not only affected the company’s operational efficiency but also jeopardized customer loyalty.
The Shperling.ai solution
To address these problems, Shperling.ai implemented a cutting-edge context-switch classifier with a remarkable accuracy rate of over 94%. The solution comprised three key components:
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Real-Time Topic Detection Shperling.ai's AI-powered system could instantly identify when a customer introduced a new topic, ensuring no context was lost.
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Automated Process Switching The solution allowed seamless transitions between different topics, automatically aligning support processes to the new context.
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Integration with Existing Support Systems The classifier was integrated into the company’s customer support platform, ensuring a smooth implementation without disrupting ongoing operations.
This combination of features enabled the team to focus on delivering personalized and efficient support.
Onboarding process: a seamless transition
Shperling.ai ensured the solution was implemented without hindering daily operations. The rollout involved:
- Customized AI Training: Tailoring the classifier to recognize industry-specific terminologies and customer behavior patterns.
- Step-by-Step Integration: Gradually integrating the solution into existing workflows to minimize downtime.
- Agent Training: Educating the customer support team on leveraging the new technology for maximum impact.
The implementation was completed within weeks, allowing the company to quickly experience the benefits.
The results: tangible benefits and measurable outcomes
Fintech company experienced significant improvements across multiple metrics after deploying Shperling.ai’s solution:
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Faster Query Processing By automating context recognition and process transitions, the average query resolution time decreased by 30%.
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Enhanced Accuracy The AI-powered system ensured that every context switch was handled with precision, improving the accuracy of responses and reducing errors.
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Improved Customer Satisfaction Customers noticed the seamless support experience, leading to a 25% increase in satisfaction scores.
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Operational Efficiency Support agents were able to handle more queries in less time, increasing productivity and reducing operational costs.
Customer voice
"Shperling.ai revolutionized our customer support. The context-switch classifier not only improved response times but also made our agents' jobs easier. Our customers are happier than ever, and we’ve seen a noticeable boost in efficiency."
Why choose Shperling.ai?
Shperling.ai’s innovative solutions are designed to tackle the most complex challenges in customer support. Here’s what sets them apart:
- Proprietary AI Technology: Your own secure LLMb deliver high accuracy and reliability.
- Tailored Solutions: Customizable tools to meet industry-specific needs.
- Rapid Deployment: Quick integration ensures minimal disruption to operations.
Conclusion: elevating customer support standards
Fintech company’s success story demonstrates how leveraging advanced AI solutions can transform customer support. Shperling.ai provided a scalable, efficient, and effective way to handle context switches, resulting in faster query resolutions, happier customers, and streamlined workflows.
If your organization faces similar challenges, explore how Shperling.ai can revolutionize your customer support. Schedule a demo and learn more about our innovative solutions: