Success story
Global FinTech Giant: AI-Powered Customer Support Across Continents
ApexFin seamlessly unified global support operations, enhancing customer satisfaction and reducing operational costs with AI automation.
Industry Type
FinTech
Location
United States
Number of employee
10,000+
Introduction
A leading FinTech enterprise, ApexFin, deployed LeoBrain’s in-built AI customer support tools to unify support workflows across Asia, Europe, and North America. By automating repetitive queries and streamlining agent handoffs, the company raised Customer Satisfaction Scores (CSAT) from 3.6 to 4.8 in just 60 days. Support costs fell by $70K/month, while multilingual, AI-powered chatbots ensured consistent experiences across all markets.
Challenges Faced
Inconsistent Response Quality
Customer service across global locations lacked standardization, affecting experience and resolution rates.
High Operational Costs
A growing user base meant rising costs for hiring, training, and managing live agents, which significantly impacted the expenses of ApexFin.
Delayed Query Resolution
Manual response operation and language barriers increased waiting period, especially during peak hours.
Low Customer Satisfaction Scores (CSAT)
Inconsistent follow-ups and lagging first-response times led to a drop in satisfaction levels.
Scalability Struggles
The support team struggled to scale operations during product launches and regional expansions.
Solutions
AI Customer Support Chatbot
Deployed multilingual AI chatbots to automate up to 80% of Tier-1 support queries instantly.
Centralized AI Dashboard
Consolidated support data, tickets, and performance analytics into a single, real-time dashboard.
Context-Aware Response Engine
Used AI to generate context-rich, personalized replies based on user history and issue category.
Smart SLA Escalation Alerts
Integrated alerts that prioritized time-sensitive issues and auto-routed to the right agents.
Plug-and-Play Integration
Rolled out LeoBrain’s in-built AI customer support tools without needing additional software or heavy IT support.
LeoBrain’s AI support tools transformed how support is delivered globally. With built-in AI chat automation, repetitive tasks were eliminated, and our agents could focus on complex issues. The multilingual support was the real breakthrough—we finally delivered consistency across continents without growing overheads.
Rajiv Malhotra
Conclusion
By leveraging LeoBrain’s in-built AI customer support automation, ApexFin turned support into a competitive edge. With 24/7 AI chatbots, auto-escalation tools, and multilingual capabilities, service quality scaled effortlessly without increasing headcount. The result? A sharp rise in CSAT scores, significant cost reduction, and a seamless support experience aligned with the pace of digital finance innovation.
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