Exinity Automates 80,000 Customer Interactions per month with EBO’s AI
Exinity partnered with EBO to transform its customer service using its Conversational AI and automation. The development streamlined interactions across multiple channels and languages for Exinity’s trading brands. Fully integrated into Zendesk, the solution enhanced efficiency and supported the company’s mission to empower individuals in their financial journey.
Overview
Exinity is a leading global Fintech company, dedicated to designing, engineering, and marketing a unique portfolio of innovative trading and investing products. These products are tailored to meet the diverse needs of customers across Europe, Asia, Africa, and the Middle East, with a core mission to empower individuals to achieve financial independence and success.
Recognising the need to automate a large part of its customer service operations, the company sought a scalable, efficient, dynamic, and intelligent tool that could integrate all communication channels into one system. To achieve this, Exinity partnered with EBO, a leader in AI customer engagement automation, to develop a solution capable of handling 80,000 customer chats per month (end-to-end) across multiple channels and languages.
EBO delivered to Exinity two AI-powered Virtual Agents (VAs) to support a number of the company’s trading brands, Alpari and FXTM. The Virtual Agents were seamlessly integrated into Exinity’s Zendesk platform and supported by Microsoft Azure's scalable infrastructure, ensuring 24/7 service. The AI solution was deployed across all of Exinity’s digital touchpoints, including its websites, WeChat, WhatsApp, Telegram and mobile apps and was trained in different languages including English, Farsi, Russian and Chinese. This strategic implementation not only streamlined support for Exinity's client base but also freed up staff to focus on more complex and value-added task, enhancing overall service quality and operational efficiency.
Numbers Speak for Themselves
0k
chats handled automatically by Virtual Agents per month
0%
of all customer interactions handled by Virtual Agents
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months taken for EBO to reach Exinity’s 12 month objective for the Virtual Agents
What Goals Did Exinity Have?
The specific goals and objectives of this initiative are multifaceted, focusing on both immediate operational improvements and long-term strategic growth. Key project objectives included:
Consolidation of Customer Touchpoints:
Integration of all customer interaction channels into a single technological platform to streamline operations and improve efficiency.
Maintain Zendesk’s touchpoints:
Insert an AI layer that sits between Zendesk’s user-facing chat, and ZenDesk’s Call Centre Agent interface (Zendesk Sunshine).
Enhanced Understanding of Customer Needs:
Utilise customer engagement data to better understand customer preferences and needs, inform product development and service enhancements and consolidate all information in a live Reporting dashboard.
Reduced Customer Care Workload:
Reduce the burden on customer service teams by automating responses to standard queries and handle repetitive tasks.
Seamless Integration:
EBO's Virtual Agents act as a middle tier within Exinity's existing ZenDesk framework, allowing for a very flexible and scalable system. This setup enables the seamless execution of complex business rules and logic, providing a tailored and efficient customer experience.
Cultural Awareness and Contextual Understanding:
The development of a sophisticated and robust tool that would understand and adapt to cultural nuances in language and context.
Scalability:
A solution that could scale up to handle increased customer volumes.
Strategic Shift to Proactive Service:
Exinity were also seeking to transition from a reactive customer service model to a proactive and predictive one, using automation and data insights to anticipate and meet customer needs before they escalate to service requests.
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The Challenge
Due to the successful operations of Exinity’s renowned trading brands, FXTM and Alpari, the company entered into a period of intense growth. This brought with it numerous opportunities and challenges which required operations to upscale and extend to a multitude of countries and comply to various regulatory jurisdictions. Moreover, Exinity wanted to include new services and solutions to replace aging systems and to keep up with the demand. These included its CRM and ticketing system.
The overarching goal was for EBO to provide a solution to Exinity’s challenges, with special focus on bringing Exinity closer to its customers through automating human-like conversations and managing time-consuming repetitive tasks that would usually inundate the Customer Support Department.
Initially, the company had implemented a basic off-the-shelf chatbot to serve FXTM customers, but this proved ineffective and was soon discontinued. Seeking a more robust, scalable and efficient solution, Exinity approached EBO, a leader in AI customer engagement automation, to develop an advanced solution that was powered by AI and capable of handling tens of thousands of customer chats per month, across various channels and in multiple languages.
The Solution
EBO collaborated closely with Exinity to develop two AI-powered Virtual Agents (VAs) to support a number of the company’s trading bands – amongst them, Alpari, FXTM and the recently launched Nemo. This technology enhanced support for its client base, brought Exinity closer to its customers, and improved overall service quality and operational efficiency.
To enhance understanding and interaction, the Virtual Agents were built using EBO’s state-of-the-art Language Detection and Natural Language Processing (NLP) technologies. This enabled them to engage with customers via two-way natural dialogue, making the user experience smooth, easy and as human-like as possible.
The Virtual Agents were seamlessly integrated into Exinity’s Zendesk platform and supported by Microsoft Azure's scalable infrastructure, ensuring 24/7 service.
The AI solution was deployed across all of Exinity’s digital touchpoints, including:
and mobile apps and was trained in different languages including English, Farsi, Chinese and Russian:
This strategic implementation not only streamlined support for Exinity's client base but also freed up staff to focus on more complex and value-added task, enhancing overall service quality and operational efficiency.
Integration with Zendesk
Exinity needed a solution that could integrate seamlessly across all communication channels while upholding the highest standards of customer engagement. To achieve this, EBO created a solution that would seamlessly integrate into Exinity’s Zendesk platform. By inserting an AI layer that sits between Zendesk’s user-facing chat, and ZenDesk’s Call Centre Agent interface (Zendesk Sunshine). EBO acts as a middle tier within Exinity’s existing Zendesk framework, allowing for a very flexible and scalable system. This setup enables the seamless execution of complex business rules and logic, providing a tailored and efficient customer experience. and a flexible and scalable system.
The Result
At the onset of the project, Exinity set a clear objective to have 40% of customer chats managed entirely by Virtual Agents within 12 months of launch. Impressively, this goal was met within just three months.
Today over 45% of chats are handled by the EBO’s Virtual Agents. This has supported Exinity Management and Customer Service personnel to focus on more complex matters allowing the Virtual Agents to handle over 40,000 chats a month without human intervention.
This increase in efficiency has led to lower operational costs and quicker customer support response times. Leveraging its Conversational AI and Natural Language Processing to interact with customers in five different languages has helped to maintain Exinity’s high level of customer satisfaction as well as improve the customer’s digital experience.
Rachel Carliss, Exinity's Vice President of Customer Service, emphasised the powerful impact of EBO’s AI in improving customer service:
"EBO’s AI-powered Virtual Agents have transformed how we interact with our clients, managing over 45% of customer chats across multiple languages and platforms. The results have been remarkable – not only did we meet our 12-month goal in just three months, but we also significantly reduced operational costs and improved response times.”
Key Features
Seamless integration
EBO’s Virtual Agents function as a middle layer within Exinity’s existing Zendesk framework, creating a highly flexible and scalable system. This configuration allows for the smooth implementation of complex business rules and logic, delivering a customized and efficient customer experience.
Conversational AI
EBO’s AI technology not only automates routine tasks but also incorporates natural language processes (NLP) and sentiment analysis to simulate human-like two-way conversation between Exinity and its customers.
Contextual Awareness
Unlike many market solutions that lack the ability to truly understand customer context, natural language and customer sentiment, EBO’s solution uses advanced NLP to comprehend and respond accurately. This moves beyond the chatbot's basic langauge capabilities.
Multilingual support
The VAs are equipped to handle multiple languages including Chinese, Russian and Farsi, whilst also being able to dynamically detect and switch languages based on customer input. This feature is crucial for serving a global clientele and gives Exinity a competitive edge.
Interoperability
The VAs are deployed across all of Exinity’s digital touchpoints including its mobile app, website, Telegram, WhatsApp and WeChat. This approach makes the VAs more accessible, and allows customers to self-serve and manage their trading – this aligns with Exinity’s mission to empowering customers in their financial journey.
Data-driven insights
EBO’s AI solution continuously learns and adapts from each customer interaction, refining responses to better meet customer needs. This not only optimisies the customer journey but also provides Exinity with valuable data insights that are consolidated on a live reporting dashboard and used to enhance service offering.
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Daniel Cassar
Head of Project Delivery and Digital Innovation at APS BankAt GasanMamo, we’ve been in business for over 70 years. In this period, we’ve seen the rise of many exciting new technologies that are aligned to our core belief: that of constant improvement. However, none of these have been as radically transformative as Artificial Intelligence and automation. We believe that AI will provide a better service to support our customers and will transform the digital journey they will take with us. We’ve chosen EBO as the solution provider to help us with this next step.
Mark Mamo
General Manager at GasanMamo InsuranceWe are at a pivotal moment in the banking sector. Digital banks are on the rise with savvy cross-platform services that challenge the nature of our industry. At BNF we pride ourselves in being adaptable and ambitious, we forge lasting relationships with customers through tailor-made products and services. Most importantly, we listen to their needs. We are investing in technology that helps us get closer to the community that we serve, offering improved customer experiences. We’ve chosen EBO as a partner to support our journey of incorporating Artificial Intelligence into our core business offering.
Mark Micallef
Chief Financial officer at BNF BANKInsurance companies are at a pivotal stage of the industry’s development. AI technology is starting to disrupt the orthodox nature of business processes. MAPFRE Middlesea is a customer-centric organisation and we continually seek new and better ways to serve our customers. We’ve chosen EBO as a partner to help us adopt innovative technology that allows us to scale and deliver services more efficiently and effectively for our customers.
Peter Bugeja
Head of Technology Solutions & Digital at MapfreWe love the results! As a data-first company, working with our Virtual Agent Claire has helped us increase productivity, cut running costs and achieve positive levels of customer satisfaction. We have reduced customers’ waiting time and automated entire workflows to provide a quick resolution to specific customer queries.
Dalia Pecingina
Head of CX at StanleyBet GroupEBO is facilitating us with additional artificial resources which enable us to use our time in a better way. The dedication and professionalism during the project were outstanding and those are the key for a successful cooperation.
Tal Zamstein
CEO at Rabbit EntertainmentWhat I love most about Virtual Agents… (they) don’t have bad days, so you get that smooth experience. Also, they don’t get tired and they are there for your customers 24/7.
Margarita Areteou
SMB Lead at Gr/Cy/MT, Microsoft (EBO Webinar, 3rd June 2021)Virtual Agents save the one thing that nobody has anymore – time. And time is money. This is how we can help our Forex customers to be more agile, save money and be more profitable.
