Case Study: a UAE-based financial service company transforms currency exchange on WhatsApp with Twixor

How a UAE-based Financial Service Company Redefined Currency Exchange Process over WhatsApp for Thousands of Users

The client, a 46-year-old UAE-based financial service company, faced challenges in handling a massive volume of currency exchange and transaction requests, which created a significant workload for its large workforce. Seeking to digitize the process and improve the customer journey, the company partnered with Twixor to automate these queries and provide 24/7 support over WhatsApp and Progressive Web Applications.

Twixor built an AI-powered Currency Exchange Bot to automate the process. The solution included real-time rate updates, multilingual support, and an agent handoff feature for complex issues. This resulted in over 286,000 conversations being handled, with 60% of queries resolved end-to-end automatically, leading to substantial man-hours saved for the financial service company.