Netomi > Case Studies > EBANX Leverages AI to Scale Customer Support Amidst Latin American eCommerce Boom

EBANX Leverages AI to Scale Customer Support Amidst Latin American eCommerce Boom

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Technology Category
  • Networks & Connectivity - NFC
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • E-Commerce
About The Customer
EBANX is a Brazil-based company that enables global companies such as Spotify, Uber, and SHEIN to reach Latin America’s 15+ countries through a localized payment platform. The company is a top online payment platform in the region, facilitating payments in a hyper-fragmented payments landscape characterized by multiple countries with their own regulations and currencies. As eCommerce in the region has grown rapidly, so has EBANX's merchant base, leading to a significant increase in the volume of customer support tickets.
The Challenge
Latin America's digitalization and eCommerce boom presented a significant challenge for EBANX, a Brazil-based company that facilitates payments for global companies in the region. As the company's merchant base expanded rapidly, the customer success and support team struggled to keep pace with the growth. The volume of customer support tickets across chat, email, and voice-based messages reached approximately 55,000 per month. The EBANX team found it increasingly difficult to maintain response times, leading to higher than usual queues in the customer support chat room. This resulted in sessions often being abandoned by customers due to the lack of timely responses from agents. The challenge was to ensure equal growth and scalability of their support team to best serve their users and the burgeoning market.
The Solution
To address the challenge of scaling customer support in line with its rapid growth, EBANX introduced Buddy, an AI-powered chatbot developed by Netomi. Launched in August 2021, Buddy was initially rolled out in Brazil before expanding to eight other Latin American countries. The chatbot was designed to provide a unified and cohesive solution to support the intense growth of Latin America’s e-commerce and EBANX's own operations. Buddy was able to resolve 30,000 tickets per month, automating nearly half of all tickets received. This significantly reduced the workload on the customer support team, enabling them to focus on more complex issues that required human intervention.
Operational Impact
  • The introduction of Buddy, the AI-powered chatbot, has significantly improved EBANX's customer support operations. The chatbot has not only helped in managing the high volume of customer support tickets but also ensured timely responses, reducing the number of abandoned sessions. By automating nearly half of all tickets received, Buddy has allowed the customer support team to focus on more complex issues that require human intervention. This has led to improved efficiency and effectiveness of the customer support team, ensuring a better customer experience in the fast-paced world of eCommerce.
Quantitative Benefit
  • Buddy resolves 30,000 tickets per month
  • Buddy achieved a 50% deflection mark, automating nearly half of all tickets received
  • The accuracy rate of Buddy's responses is between 90-95%

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