Case Study: WorldRemit Achieves 60% Self-Service in Live Chat with ServisBOT

Automating 60% Of Live Chats Using An Ai-Powered Digital Assistant

WorldRemit, a leading digital international remittance provider, faced a surge in customer support demand during the COVID-19 pandemic as many first-time users began sending money digitally and live chat teams were adjusting to remote work. To reduce repetitive support queries and help customers find answers without relying on lengthy FAQs, WorldRemit turned to ServisBOT and its conversational AI platform.

ServisBOT implemented an AI-powered digital assistant for WorldRemit’s website and mobile app, starting with menu-based self-service for common questions like transfer status, refunds, recipient details, and ID uploads. The bot launched in just two weeks and now handles 140,000 interactions per month, with 30% of support-page visitors engaging the bot and 60% of enquiries fully self-served, reducing live chat volume, lowering service costs, and easing pressure on agents.

WorldRemit

Justin Sebok

Senior Product Manager