Repeated service questions
Questions about account processes, platform rules and technical steps consumed staff time.
Digital Asset Platforms · Customer case
KCEX
KCEX reports AI resolution at high conversation volume.
KCEX’s case presentation reports 10,000+ daily conversations and a 90% AI independent-resolution rate, using a dedicated knowledge base and human routing.
Reported AI independent-resolution rate
90%
The business
Global support for a digital asset platform
KCEX operates a digital asset trading platform. The case focuses on recurring account, trading-rule and technical questions, alongside multilingual service and specialist support.
Challenge
The service context
Multilingual conversations
Agents relied on separate translation tools to communicate with customers in different markets.
Different requests need different teams
The deployment needed conversation assignment that connected requests with the appropriate human team.
Approach
Knowledge for routine questions, routing for specialist attention
The case combines a structured support knowledge base, multilingual AI reception and configured human routing.
- 01
Organize service knowledge
Build knowledge covering account management, platform rules and technical operations. The presentation describes eight categories and more than 300 standard scenarios.
- 02
Answer recurring questions
Use AI to answer covered service questions across languages, with translation available to human agents in the workspace.
- 03
Route requests to people
Use configured assignment scenarios to connect conversations to the responsible human team.
REPORTED RESULTS
Reported service results from the KCEX case
- Reported AI independent-resolution rate
- 90%
- Reported daily conversations
- 10,000+
- Reported customer satisfaction
- 98%
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