From Chaos to Clarity: Customer Service Transformation Powered by iX Hello™
Our client is a financial services provider that prides itself on using innovative technologies to deliver exceptional customer value.
Industry: Banking, Financial Services & Insurance
Low
friction adoption
Accurate
information
Omnichannel
solution
Challenge
When a global financial services provider began experiencing growing pains, it found itself trapped in outdated systems and processes that were longing to be powered by AI. What had worked in the past was no longer capable of supporting its expanding operations—or its customers’ expectations. Call wait times stretched longer, cases took hours to resolve, and inefficiency weighed down every interaction. It wasn’t just slowing the company down; it was holding it back.
The root of the problem? Reliance on an outdated telephony system, manual call routing, and limited automation that made scaling nearly impossible. For instance, when customers called in, just accessing customer information—never mind addressing the issues—was a manual, time-consuming process that frustrated advisors as much as the customers.
Limitations only became more obvious as the client expanded its global customer base and struggled to provide seamless support across time zones, which made it difficult to build the kind of trust and loyalty needed in the industry. Faced with mounting challenges, the client knew it needed more than tweaks—it needed transformation.
That’s where iX Hello™ came into play.
Solution
To tackle its challenges, the client took a confident step forward by implementing our highly innovative iX Hello platform, giving it access to what it was missing: tools to transform how it worked and connected with customers.
The first obstacle to tackle was efficiency. iX Hello’s no-code configuration made it possible for the client’s IT team to efficiently customize workflows, IVR menus, and call routing rules. Without the need for specialized coding skills or extensive development resources, processes were quickly modernized and automated.
Efficiency, of course, is about more than just workflows and processes—it’s about customer impact. That’s where AI assistants, the heart of our solution, entered the conversation. Powered by advanced natural language processing (NLP) capabilities, these AI assistants didn’t just respond, they learned, continuously adapting and improving to provide timely, accurate, and personalized customer interactions.
Suddenly, customers could access critical information and resolve common issues when and how it was convenient for them. Midnight web chats? Lunch hour SMS messaging? Voice calls on the drive home? Whether routine queries or critical issues, support was always accessible. At the same time, the automation and self-service functionalities of iX Hello meant advisors were free to focus on complex tasks, supported by faster, easier, more accurate information. No more advisor frustration.
Most importantly to a company already having struggled with outdated systems, the scalable nature of iX Hello allowed for seamless integration with world-class AWS technologies. From AI chatbots powered by Amazon LEX to more efficient telephone service through Amazon Chime SDK, the platform brought flexibility and future-proof innovation to grow alongside the client.
“By utilizing our innovative no-code platform, the company successfully overcame its service-oriented challenges, streamlined engagement processes, and realized remarkable outcomes.”
Outcomes
The iX Hello experience for this client exemplifies how adopting AI-powered customer service can transform business operations and drive customer satisfaction in a competitive marketplace.
- Low Friction Adoption: Thanks to the intuitive, conversational interfaces created by iX Hello, users could jump right in, embracing user-friendly interfaces, without the need for extensive training.
- Information Accuracy: The solution directly integrated with existing data sources, erasing common input errors and ensuring customer information was free from misunderstandings, misspellings, or other user mistakes.
- Omnichannel Solution: Whether it was Alexa skills, voice calls, or messaging platforms, iX Hello delivered a consistent experience, with every customer interaction feeling streamlined, connected, and on-brand.
With this transformation, the client didn’t just fix its problems; it positioned itself as a trusted leader in meeting the demands of a modern global market. For the client, the solution wasn’t just about adopting new technology—it was about becoming smarter, faster, and more human, redefining the future with results that speak for themselves.
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