Devexa About the Client Business Challenge Solution Results About the Client The client is a global brokerage firm offering trading across 250+ products, including forex, indices, stocks, cryptocurrencies, and commodities. The firm provides low-cost trading, tight spreads, and caters to both beginner and expert traders. A key part of their brand identity is their customer-centric model, emphasizing super fast withdrawals and 24/7 live customer service. Business Challenge The client had created service expectations of quick, accurate, personalized answers to queries, and needed to deliver on this. However, their end-users had to spend inconvenient amounts of time searching through various sections of the website, documents, and other resources, to find the information they needed. This led to user frustration, lower satisfaction, and a higher volume of repetitive queries to customer support, increasing operational costs. Additionally, the client needed a service solution that could integrate seamlessly with their existing DXtrade platform, and be accessible through various communication channels, including popular messaging apps like Telegram and WhatsApp. The main challenge the client needed to address, was the inefficiency and inconsistency in how their users accessed information. Solution As the client was licensing DXtrade, they had already developed a sound relationship with Devexperts. In addition to custom fintech and trading platform solutions, Devexperts also offers Devexa, an AI-powered support automation platform for brokers and banks. Unlike other solutions, Devexa seamlessly integrates with existing platforms, enhancing the user experience without requiring significant changes to the client’s current infrastructure. This expertise, flexibility, and established trust in Devexperts’ products and services made collaboration on these challenges a logical and attractive way forward. Devexperts was able to immediately align Devexa with the client’s needs. Devexa has a wide range of functions spanning many facets of operations, including customer care, marketing, client and account management, and more. For this particular set of objectives, the project would leverage Devexa’s Knowledge Base Automation feature. By automating the client’s knowledge base, it would be possible for users to instantly access precise and contextually relevant answers, regardless of the channel they are using. The client would be able to integrate entire libraries, tutorials, and documentation, with minimal effort. Handling repetitive queries automatically would both enhance the user experience and reduce the burden on customer support. Essentially, the solution would automate the retrieval of information to improve overall satisfaction and engagement while significantly lowering support costs. Drag and drop PDF files to upload client user manuals into Devexa’s Knowledge Base Train Devexa on large volumes of content and resources simply by entering the site’s URL. Results Devexa’s Knowledge Base Automation was swiftly deployed, demonstrating the efficiency of Devexperts’ integration process. The pre-configured templates and flexible API integrations enabled the client to integrate Devexa’s Knowledge Base Automation effortlessly, significantly reducing setup time. Along with the client’s trading platform, the Devexa widget was also embedded into their website and landing pages. This immediately streamlined customer care delivery across all client interaction points. The client was able to quickly centralize their knowledge resources, enabling users to access accurate and personalized information from their mode of choice —from inside the trading platform, the client’s website, or via their preferred messenger (e.g. Telegram or WhatsApp). Devexa widget inside the trading platform, providing support using her automated knowledge base. What we had anticipated to be a complex process was extremely straightforward. We were expecting to have to allocate teams for coding and so forth, but the automation process can quite literally be done by anyone. We have been simply uploading documents, or entering URLs, and it’s done. Given our initial skepticism around AI, we were considerably impressed. The implementation and results that followed have been excellent, already proving the solution’s worth based on time ROI alone. — Client, Head of Trading By leveraging advanced AI technologies, Devexa ensures that users receive fast, precise, and personalized answers in real time. The client is now able to exceed the service expectations they promote via their branding, to stand out in the market and drive acquisition. They have remarkably improved the standard of their customer service, without expanding their team or adding additional resources. This integration was a perfect example of how swiftly Devexa can be deployed to meet the evolving needs of brokers. The client’s clear feedback and willingness to collaborate allowed us to rapidly implement a solution that not only met their immediate service challenges but also enhanced their overall user experience. The speed at which we could activate Devexa’s Knowledge Base Automation highlights the adaptability of our technology and the value of strong client partnerships. It’s great to see Devexa making a measurable impact and observe our work directly contributing to our client’s market differentiation and success. — Togay Artemiz, Devexa Product Manager
