Leading a cryptocurrency company to decrease ticket handle time by 90%+.
Overview
LiteBit.eu, a Netherlands-based cryptocurrency broker, provides a platform that enables everyday consumers to buy, sell, and store 55 different types of cryptocurrency.
The cryptocurrency boom made it clear that LiteBit.eu needed to support their live support agents, who already were using Zendesk ticketing, with a more personalized customer experience.
The Ada Difference
90%
reduction in agent handle time
84%
of inquiries solved without agent
24/7
instant chatbot support in 10 languages
Automating with Ada
LiteBit.eu created one of the world’s first Automated Customer Experience (ACX) Teams, dedicated to introducing the benefits of AI to the customer journey with Ada.
In less than a month, members of LiteBit.eu’s ACX team worked with Ada’s Consultants to build and launch a 24/7 branded chatbot that deflects 80% of customer inquiries across its website and app and supports 10 different languages.
"We feared introducing AI-powered automation would weaken the quality of our service; however; Ada continues to prove otherwise.”
Bas Lucieer, ACX and Business Intelligence Engineer
Extending Hours of Help
With access to a 24/7 self-service solution, LiteBit.eu's customers are freed from waiting for an agent to support with high-risk, time-sensitive requests.
Engaging Customers in Their Native Language
No longer is the language of LiteBit.eu’s support determined by the language of their agent. With Ada’s Multilingual feature, LiteBit.eu can engage customers with multilingual assistance, ready to support in 10 languages.
Automate your first answer in just 21 seconds
Educating in Real-Time
Through integration with LiteBit.eu’s existing APIs, Ada pulls instant performance metrics specific to individual currencies. Complicated conversations and steps are replaced with instant insights and information that help customers make more educated decisions.
Saving Agents for High-Value Inquiries
By instantly solving more than 80% of LiteBite.eu’s customer inquiries, Ada has shifted the agent role to focus on more complex, higher-value conversations that require a human touch.
Proactively Providing Support
Leveraging Ada’s Intros feature, LiteBit.eu engages customers first, with unique chatbot content timed and targeted to search behavior.
"By providing our booming base of new crypto traders with instant education, market insights, and stronger direction for self-service, we've enhanced the experience for both our agents and customers by saving them both time and effort.”
Bas Lucieer, ACX and Business Intelligence Engineer
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