Author of this article：Marshall, MIXDESK Overseas Research Institute
Introduction
K司是全球头部数字货币交易所，日均交易百亿规模，支持600+种加密货币交易，每日客服咨询量高达10000次。此前长期依赖传统客服系统Zendesk，但面临诸多痛点。
Drivers of transformation: the three core bottlenecks of the traditional customer service system
- High cost：The monthly fee for Zendesk is 140,000 yuan, and even after using Zendesk, the manual customer service team of Company K is still as high as 24 people, and the overall cost remains high.
- Response lag：Zendesk customer service support response is delayed, and the work order processing mechanism leads to a problem resolution cycle of up to 5-7 days, which affects the customer experience and platform reputation.
- Insufficient functional adaptation：It lacks the functional characteristics of the special needs of the cryptocurrency industry, and does not support multi-end collaboration and privatization deployment capabilities.
2024年9月，K司在经过多方客服系统对比后，毅然决然选择了Mixdesk的专家版系统，人力成本节省85%，月费成本降低90%！下面我们来详细看看 K 司的具体应用过程。
Mixdesk
AI Agent
Application 1: AI takes over 90% of high-frequency consulting
Pain points of Division K：
- 人工花费大量时间重复处理标准化问题，如：KYC认证、用户协议、交易奖金领取、强平触发等，导致日均6小时有效人力浪费
Mixdesk Game-breaking solution：
Help Company K build common problems into a dedicated knowledge base document for AI to learn, covering 8 categories of 300+ standard scenarios such as transaction rules, account management, and technical operations, and finally realize AI's independent reception of customers!
result：
- The daily processing volume of conversations is 10,000+, and the independent AI resolution rate is 90%, saving more than 6 hours of labor time per day.
- AI second-level response, 7*24h online reception, customer satisfaction reached 98%.
Application 2: Global service upgrade, seamless communication in 32+ languages
Pain points of Division K：
- Company K has customers in all regions of the world, and customers in up to 32 languages need services.
- Manual customer service needs to rely on third-party translation software, which is not only slow to reply, but also has a high error rate of translation software.
- Traditional AI can only speak one language, and the monolingual customer service system makes communication difficult.
- Mixdesk Super AI Employee：Through Mix AI, people set custom restrictions on AI, requiring it to communicate according to the customer's browser language or the user's conversation language, so that AI can automatically communicate with customers at the silky native language level.
- Manual response：Mix 采用将 Google 翻译内核深度集成，K 司的人工客服在工作台内就能实现毫秒级双语互译！
result：
- An average of 5 rounds of dialogue can solve customer problems.
- Global customer service efficiency increased by 200%.
Application 3: Man-machine collaboration is extremely silky, and complex problems are seamlessly transferred
Pain points of Division K：
Some customer problems in the cryptocurrency industry are complex, such as sudden account abnormalities, transaction bonus collection, software bugs and other scenarios, which must be solved manually. Originally, the customer service of K company had to manually identify the transfer needs, resulting in missed many urgent customer problems and low customer service satisfaction.
Mixdesk solution：
Mix AI can analyze customer semantics, automatically mark 13 service scenarios such as transaction, recharge, consultation, and KYC, and automatically transfer the specified scenarios to manual experts in the corresponding field. At the end of the final dialogue, the automated workflow will send an invitation to comment message, invite customers to evaluate, realize a closed loop of service, and precipitate service data in the Mix data system to continuously optimize the service system.
result：
- The division of labor of the manual customer service team has improved, and the efficiency has increased by more than 50%.
- Customer satisfaction increased to 98%.
Application 4: Privatization deployment, adapted to special scenarios of cryptocurrency
Pain points of Division K：
- Company K has multiple customer message portals such as the app side and the Web side. The confusion of multi-end user identification led to more than 50% of repeated communication.
- Company K needs to customize the vision of the chat interface and embed the corporate LOGO to reflect the professionalism of the brand.
- The cryptocurrency industry has extremely high requirements for information confidentiality, and it needs to be privatized and deployed to ensure information security.
Mixdesk solution：
- User ID global access：The Mix development team uses the user ID of Company K as the main information identification clue to open up multi-terminal message records, and there is no duplication of communication.
- Brand customized interface: The Mix team designed an exclusive UI for K company's brand and product tone, and customized the brand logo and theme color for the chat window.
- Privatization deployment promotion: The Mix team is actively negotiating with K Division for the development and deployment of proprietary functions to meet the important needs of K division for data privacy localization.
result：
- K Division brand professionalism has been greatly improved
- Cross-end service efficiency increased by 50%%
- User satisfaction reached 98%
Mixdesk
AI Agent
Through the deployment of Mixdesk AI, K Company achieved a sharp reduction in the comprehensive cost of customer service by 1.5 times, a 6-fold increase in labor efficiency, and a 98% increase in customer service satisfaction. The biggest difference between Mixdesk and other customer service systems is that no matter how much the number of agents increases, there is no additional charge, so K Company will continue to expand its business in the future, and there is no need to worry about adding too many additional costs. In the future, Mix will carry out more in-depth cooperation with Company K to privatize and deploy it and develop specific functions. At the same time, we also look forward to using Mix's powerful AI capabilities to help more cryptocurrency exchanges like K Company provide more customer service solutions!
