Case Study: LiteBit achieves 90%+ ticket handle time reduction with Ada

LiteBit - Customer Case Study

LiteBit, a Netherlands-based cryptocurrency broker, saw a surge in customer inquiries during the crypto boom that overwhelmed live agents, limited support to 9–5 hours, and threatened its high NPS. To scale real-time, multilingual self-service while preserving quality, LiteBit partnered with Ada and used Ada’s Automated Customer Experience (ACX) chatbot platform.

Working with Ada, LiteBit’s ACX team launched a branded, multilingual chatbot in under a month that automated ~60% of complex FAQs, integrated with LiteBit’s APIs for real-time market info, and provided 24/7 support in 10 languages. Ada’s solution cut agent handle time by 90%, resolved 84% of inquiries without live agents, improved NPS, and freed human agents to focus on higher‑value issues.

LiteBit

Bas Lucieer

ACX and Business Intelligence Engineer