About the Client

The client is a 46-year-old foreign exchange and payments solution provider in the UAE. The client has multiple branches across the UAE serving services like payments, remittances, and InPay / WPS across retail and corporate businesses.

21

Branches Across UAE

900+

Banking & Agents Partner

10,000+

Unique Corporate Accounts

Business Requirements

  • The client wanted to automate currency exchange-related queries and other transaction requests through WhatsApp and Progressive Web Applications.
  • Since the client had to deal with massive numbers of incoming requests, they had to spend on a huge workforce, and the team was under a serious workload. 
  • The financial service company wants to transform the currency exchange process into digital and to reduce the physical order placing. This way, the client can smoothen their customer journey and overall experience. 
  • The client is required to automate the entire customer support service and be available 24×7 which can help to improve the lead generation and support experience. 

Solution

  • Our Twixor team built a lightweight AI-powered Currency Exchange Bot that can be deployed across WhatsApp Business accounts and is applicable on Progressive Web Applications.
  • In order to update the currency exchange values in real-time, the team developed a custom panel in the backend (Appiyo) to automate the synchronization of currency values from the financial company’s database. The currency exchange value is updated in the panel every 3 hours.  
  • The team built custom API-driven journey flows consisting of 6 use cases including rich cards and Multilingual languages (Arabic & English) to deliver end-to-end data and enrich user engagement across every point of the journey.
  • To get an update on complex queries that require the governance of an agent, the team integrated the Agent Handoff functionality to deliver resolutions on complex issues. 
  • The team integrated the client’s database to make API calls on location-based request that helps the users find their nearest branch.

Business Impact

286K+

Currency Exchange Conversations Handled

60%

Queries Resolved End-to-end

10,000+

Man Hours Saved

Technology & Third-party Integrations 

This practice involves custom integration of tools, platforms and managing of APIs.

Use Cases

Currency Exchange Rate

Branch Close to you

Service/Product Offering

Enquiries & Complaints

Live Agent

Solution Screenshots

Here are some sneak-peeks of the overall data visualized in an engaging way based on each use case.

Registration

Location service

Amount Conversion