Case Study: Fintiba achieves 97% chat containment with Certainly

Fintiba achieves 97% chat containment with Certainly

Fintiba, a company that assists international students and professionals with relocating to Germany, faced a significant challenge. Their customers needed urgent, multilingual support for complex bureaucratic processes like visa applications and blocked accounts. With students often waiting days for answers, their support team was overwhelmed by repetitive queries across multiple languages, and traditional chatbots failed to handle nuanced questions.

Certainly deployed a multilingual AI agent trained on Fintiba's entire knowledge base. This solution autonomously resolves queries in any language, 24/7. The implementation by Certainly resulted in a 97% chat containment rate, meaning nearly all conversations are resolved without human intervention, far exceeding the industry average of less than 65%.

Fintiba