Case Study: Moneyview achieves faster, multilingual customer support with Ema

How Moneyview uses Ema for Customer Support automation for a diverse customer base

Moneyview, a large Indian fintech company, faced significant challenges in managing its customer support for a diverse, multilingual user base. Their support team struggled with seasonal volume spikes and long query queues, and existing automated solutions had low accuracy. They chose to pilot the Customer Support Assistant AI Employee from vendor Ema to address these issues.

Ema's solution was integrated with Moneyview's Freshdesk and trained on their knowledge base and past tickets. It successfully automated responses for 70% of support queries, effectively understanding both English and Hindi/Hinglish languages. This resulted in a greatly improved customer experience, higher retention, and a major reduction in operational costs for Moneyview.

Moneyview

Venkatraman Narayan

Head of Customer Experience