Client Overview
A FinTech capital markets platform needed to enhance their customer support capabilities to better serve issuers and investors while scaling operations efficiently. As the platform grew in popularity, the support team faced increasing pressure to handle complex inquiries about capital raising, compliance requirements, and platform functionality — requiring immediate, accurate responses at scale.
Technologies Used
The Challenge
Support team overwhelmed by complex inquiries about capital raising processes and compliance requirements
Inconsistent response quality across different support agents for technical platform questions
Inability to provide 24/7 support coverage for a globally distributed user base
High operational costs of maintaining a large support team for growing user volumes
Need to integrate with existing Zendesk knowledge base and Slack communication channels
Our Approach
Discovery & Planning
Stakeholder interviews conducted to define requirements and develop user personas for issuers, investors, and internal teams. Support ticket analysis identified the most common inquiry types and complexity distribution.
Documentation & Knowledge Integration
Infrastructure set up to index and access the firm's FAQ, website content, and Zendesk knowledge base. Email template repository and editor created for consistent communications.
AI Engine Development
FinBot built on Google Dialogflow CX and Vertex AI Agent Builder with Gemini LLM. Advanced NLU implemented for human-like understanding of complex financial queries.
API Integration & Multi-Channel Deployment
Connections implemented to the firm's core systems for real-time access to deal status, investor information, and document signing. Slack and website frontend integrations deployed.
Deployment, Training & Analytics
Solution rolled out with comprehensive training for internal teams. Looker Studio dashboards implemented for performance monitoring and continuous improvement cycles.
Technology Stack
Google Cloud Platform and partner technologies powering this solution
Results & Impact
78% reduction in average response time for customer inquiries — from hours to seconds for the most common question types.
65% decrease in support ticket volume for common questions, freeing the human support team to focus on complex, high-value interactions.
92% accuracy in addressing complex compliance questions — a critical metric for a regulated financial services platform.
$320,000 annual savings in customer support operational costs through automation of routine inquiries and reduced headcount requirements.
AI Agent has transformed our customer support operations. What used to require multiple team members and hours of research now happens instantly. InsightNext delivered a solution that not only met our technical requirements but truly understood our business needs.
— CTO, FinTech Capital Markets Platform
Key Takeaways
AI-powered support assistants can dramatically improve both efficiency and customer satisfaction simultaneously
Integration with existing knowledge bases ensures consistent, accurate responses grounded in company-specific information
Multi-channel deployment (Slack + website) maximises accessibility and adoption across different user types
Analytics-driven improvement cycles ensure continuous enhancement of AI capabilities based on real interaction data