Success Story

50% Faster Customer Response Time for a US-Based Payment FinTech Using AI-Enabled Automated Customer Service Platform

Client Introduction

A leading payments FinTech company in the US, which focuses on modernizing payment processing platforms through core technology innovation, cloud-based architecture, and API-based frameworks.

Problem Statement

The organization faced multiple challenges due to the significant volume of transactions processed through its payment platform. These issues needed a range of customer servicing abilities to address the following challenges:

Regulatory and compliance complexities
The high volume of transactions necessitated specialized workflows to ensure adherence to regulations and meet compliance while serving customers effectively.
Fraud and dispute management issues
The rapid adoption of the payment platform elevated financial fraud risks and the number of payment disputes, requiring targeted intervention that could support human expertise.
Difficulties in resolving customer requests at scale
Frequent and high-volume tickets demanded a scalable platform to process the service requests efficiently and cost-effectively.

Solution Offered

Anaptyss digital technology architects conducted a comprehensive system audit and developed bespoke customer servicing platform using HubSpot and Samespace.

The team leveraged the Sense-Analyze-Respond-Evolve (SSRE) approach to analyze the client’s existing setup, allowing them to deliver targeted and customized digital interventions to address the issues.

Key Solution Delivered

System Diagnostics and Real-time Customer Insights: Identified and captured customer needs.
Detected service events, inquiries, and issues in real-time, and integrated them with customer touchpoints.
Automated backend data collection and event tracking for fraud alerts and compliance.

Business Outcomes

~ 50% reduction in First Response Time (FRT).
~ 30% shorted duration for dispute resolution.
~ 40% reduction in operating costs.
Improved scalability with minimal added cost.
Enhanced customer experience.

Ready to Transform your Operations

From strategy and solution design to enterprise deployment and managed operations, Anaptyss helps organizations turn AI ambitions into trusted, scalable business capabilities.

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