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Ada > Case Studies > LiteBit's Successful Implementation of AI for Improved Customer Experience
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LiteBit's Successful Implementation of AI for Improved Customer Experience

Technology Category
  • Application Infrastructure & Middleware - Blockchain
  • Platform as a Service (PaaS) - Application Development Platforms
Use Cases
  • Chatbots
  • Time Sensitive Networking
The Challenge

LiteBit, a leading cryptocurrency broker in Europe, faced a significant challenge during the cryptocurrency boom of 2017. As the user base of the platform grew exponentially, the volume of brand interactions doubled, putting immense pressure on their live support agents. Despite having introduced Zendesk ticketing, LiteBit was concerned about maintaining the personalized customer experience that was integral to its brand reputation. The agents were struggling to manage the high volume of tickets, and the support was limited to 9-5 service hours and available in only two languages. This situation threatened the brand's promise of a simple and human crypto trading experience.

About The Customer

LiteBit is a leading cryptocurrency broker based in Rotterdam, the Netherlands. Established in 2013, the company has rapidly grown from a start-up to a professional organization with over 60 employees. It enables more than 650,000 customers to trade 55 different types of cryptocurrencies safely at any time and from anywhere. Despite its growth and success, LiteBit is committed to providing a simple and human crypto trading experience, which is reflected in its efforts to improve its customer service and support.

The Solution

To address these challenges, LiteBit established one of the world's first Automated Customer Experience (ACX) teams, dedicated to integrating the benefits of AI into the customer journey with Ada. In less than a month, the ACX team collaborated with Ada's Consultants to develop and launch a branded chatbot that acted as the frontline of LiteBit's customer experience across its website and app. This 24/7 self-service solution was made available in 10 languages, freeing customers from waiting for an agent to support high-risk, time-sensitive requests. Ada's implementation also allowed for more than 80% of LiteBit's customer inquiries to be instantly contained, enabling agents to focus on more complex, higher-value conversations that required a human touch. Additionally, through integration with LiteBit's existing APIs, Ada provided instant performance metrics specific to individual currencies, replacing complicated conversations with instant insights and information.

Operational Impact

  • The implementation of Ada's AI solution significantly transformed LiteBit's customer service operations. The chatbot provided instant, 24/7 support in multiple languages, drastically reducing the waiting time for customers and freeing them from the constraints of service hours. It also allowed the company to instantly contain a majority of customer inquiries, enabling agents to focus on more complex issues that required human intervention. This shift in focus resulted in a more efficient use of agent time and resources. Furthermore, the integration of Ada with LiteBit's existing APIs provided customers with instant performance metrics, simplifying conversations and helping customers make more informed decisions. The proactive support offered by Ada's Intros feature also enhanced customer engagement.

Quantitative Benefit

  • 90% reduction in agent handle time

  • Over 80% of inquiries resolved without agent intervention

  • 24/7 chatbot support in 10 languages

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