Case Study: Simplex achieves faster customer support with Netomi

Solving the Simplex(ities) of Customer Service

Simplex by Nuvei, a fintech company helping drive crypto purchases since 2014, faced highly unpredictable support demand in a fast-moving and high-stakes cryptocurrency environment. With chat and email volumes averaging 55,000 tickets per month but swinging from 500 to 8,000 per day, the team needed a way to deliver immediate, consistent customer support without increasing headcount.

Netomi implemented its AI-powered virtual agent, Sarah, integrated with Zendesk to handle common questions around email and identity verification, crypto purchasing, payment status, and basic troubleshooting. The results were strong: response times dropped from 2 minutes to 10 seconds, initial deflection reached 22% and later grew to 40%, and Simplex’s support team gained a seamless handoff to live agents for more complex cases.

Simplex

Greta Zubrutė - Barčienė

Head of Customer Support