Revolutionizing Customer Support in Cryptocurrency with AI: A Case Study on LiteBit.eu
Technology Category
- Application Infrastructure & Middleware - Blockchain
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Consumer Goods
- Education
Use Cases
- Real-Time Location System (RTLS)
- Time Sensitive Networking
About The Customer
LiteBit.eu is a cryptocurrency broker based in the Netherlands, founded in 2013. The company provides a platform for everyday consumers to buy, sell, and store 55 different types of cryptocurrency. With thousands of users across Europe turning to the platform every month, providing a high-quality customer experience is a core pillar of LiteBit.eu’s brand value and differentiation. The company has an impressive NPS score of 93%, indicating a high level of customer satisfaction. However, the rapid rise in cryptocurrency popularity led to a significant increase in customer inquiries, posing a challenge to the company’s commitment to providing excellent customer support.
The Challenge
LiteBit.eu, a Netherlands-based cryptocurrency broker established in 2013, provides a platform for buying, selling, and storing 55 different types of cryptocurrency. The company prides itself on delivering a high-quality customer experience, as evidenced by its impressive NPS score of 93%. However, the surge in cryptocurrency popularity in 2017 led to a significant increase in customer inquiries, more than doubling the workload for LiteBit.eu’s live support agents. This sudden growth threatened the quality of customer support, a core pillar of LiteBit.eu’s brand value. Although the company introduced Zendesk ticketing software to streamline agents’ efforts, it was not able to provide real-time responses, which was crucial for maintaining the personalized experience that LiteBit.eu was known for. The company needed a solution that could scale powerful automation without compromising its industry-leading NPS.
The Solution
To address this challenge, LiteBit.eu established one of the world’s first Automated Customer Experience (ACX) Teams, dedicated to integrating AI into the customer journey. In collaboration with Ada, a leading AI platform, the ACX team built and launched a branded chatbot in less than a month. This chatbot was designed to provide 24/7 multilingual customer support across LiteBit.eu’s website and app. Using Ada’s platform, the bot automated 60% of existing complicated FAQs, creating engaging content that promoted a better understanding of the platform, provided real-time intel about the trading market, and encouraged greater self-service adoption. The chatbot was also integrated with LiteBit.eu’s existing APIs to pull instant performance metrics specific to individual currencies, providing customers with real-time education. Furthermore, the bot was equipped with Ada’s Intros feature to engage customers with unique messaging based on their search behavior and Ada’s Multilingual feature to engage customers in 10 languages.
Operational Impact
Quantitative Benefit
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