Netomi Case Studies Transforming Customer Service in Crypto Industry: Simplex and Netomi Partnership

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	Transforming Customer Service in Crypto Industry: Simplex and Netomi Partnership Netomi

Transforming Customer Service in Crypto Industry: Simplex and Netomi Partnership

Netomi

Technology Category	Application Infrastructure & Middleware - Blockchain Infrastructure as a Service (IaaS) - Virtual Private Cloud
Use Cases	Demand Planning & Forecasting
Challenge	Simplex by Nuvei, a company providing a complete fiat infrastructure for the complex cryptocurrency ecosystem, was facing challenges in managing customer service due to unpredictable spikes in demand. The company, which averages 55k tickets per month, saw daily ticket volumes vary significantly, sometimes as low as 500 and other times as high as 8,000. The 24/7 nature of the cryptocurrency industry required a support strategy that was consistent, regardless of ticket volume. To scale without increasing headcount, Simplex needed to incorporate AI into their workforce. Read More
About Customer	Simplex by Nuvei is a company that has been revolutionizing the way crypto purchases are made since 2014. Based in Israel, Simplex provides a complete fiat infrastructure for the complex cryptocurrency ecosystem. The company understands the importance of immediate customer interactions, especially in the delicate and high-stakes industry of cryptocurrency. Simplex prioritizes the customer experience, aiming to assist customers easily, immediately, and in a personal way. The company handles an average of 55k tickets per month, with daily ticket volumes varying significantly depending on the current market and demand for cryptocurrency. Read More
Solution	Simplex partnered with Netomi, an AI company known for its superior Natural Language Understanding (NLU), omnichannel capabilities, and native integration with Zendesk. Together, they introduced Sarah, an AI-powered virtual assistant, to handle customer queries. Sarah was designed to automatically resolve queries like email and identity verification, generic cryptocurrency purchasing issues, checking payment status, and basic technical troubleshooting. This resulted in a significant decrease in response times, from two minutes to just 10 seconds. Sarah was initially resolving around 22% of in-scope tickets, but six months later, the overall deflection rate almost doubled to 40%, with improvements seen on a weekly basis. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Blockchain

Infrastructure as a Service (IaaS) - Virtual Private Cloud

Use Cases

Demand Planning & Forecasting

Challenge

Simplex by Nuvei, a company providing a complete fiat infrastructure for the complex cryptocurrency ecosystem, was facing challenges in managing customer service due to unpredictable spikes in demand. The company, which averages 55k tickets per month, saw daily ticket volumes vary significantly, sometimes as low as 500 and other times as high as 8,000. The 24/7 nature of the cryptocurrency industry required a support strategy that was consistent, regardless of ticket volume. To scale without increasing headcount, Simplex needed to incorporate AI into their workforce.

About Customer

Simplex by Nuvei is a company that has been revolutionizing the way crypto purchases are made since 2014. Based in Israel, Simplex provides a complete fiat infrastructure for the complex cryptocurrency ecosystem. The company understands the importance of immediate customer interactions, especially in the delicate and high-stakes industry of cryptocurrency. Simplex prioritizes the customer experience, aiming to assist customers easily, immediately, and in a personal way. The company handles an average of 55k tickets per month, with daily ticket volumes varying significantly depending on the current market and demand for cryptocurrency.

Solution

Simplex partnered with Netomi, an AI company known for its superior Natural Language Understanding (NLU), omnichannel capabilities, and native integration with Zendesk. Together, they introduced Sarah, an AI-powered virtual assistant, to handle customer queries. Sarah was designed to automatically resolve queries like email and identity verification, generic cryptocurrency purchasing issues, checking payment status, and basic technical troubleshooting. This resulted in a significant decrease in response times, from two minutes to just 10 seconds. Sarah was initially resolving around 22% of in-scope tickets, but six months later, the overall deflection rate almost doubled to 40%, with improvements seen on a weekly basis.

Impact #1	The introduction of Sarah, the AI-powered virtual assistant, brought about significant operational improvements for Simplex. The company was able to manage the unpredictable and high-volume nature of customer queries in the cryptocurrency industry more effectively. Sarah's ability to automatically resolve a variety of queries meant that Simplex's support team could focus on more complex issues, improving overall efficiency. Furthermore, the seamless handoff to a live agent when Sarah was unable to resolve an issue ensured that customer service remained consistent and high-quality. The continuous improvement in the deflection rate indicates that the AI assistant is learning and adapting, further enhancing operational efficiency.

Impact #1

The introduction of Sarah, the AI-powered virtual assistant, brought about significant operational improvements for Simplex. The company was able to manage the unpredictable and high-volume nature of customer queries in the cryptocurrency industry more effectively. Sarah's ability to automatically resolve a variety of queries meant that Simplex's support team could focus on more complex issues, improving overall efficiency. Furthermore, the seamless handoff to a live agent when Sarah was unable to resolve an issue ensured that customer service remained consistent and high-quality. The continuous improvement in the deflection rate indicates that the AI assistant is learning and adapting, further enhancing operational efficiency.

Benefit #1	Response times decreased from two minutes to 10 seconds
Benefit #2	Initial ticket resolution rate was 22%
Benefit #3	Ticket resolution rate increased to 40% six months after the introduction of Sarah

Benefit #1

Response times decreased from two minutes to 10 seconds

Benefit #2

Initial ticket resolution rate was 22%

Benefit #3

Ticket resolution rate increased to 40% six months after the introduction of Sarah

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Overview

Transforming Customer Service in Crypto Industry: Simplex and Netomi Partnership

Operational Impact

Quantitative Benefit