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The team began with a comprehensive analysis of Finsense's existing support system to identify specific pain points and opportunities.
The development process took just 7 weeks, with RAICS being trained on Finsense’s extensive database of past support tickets, product documentation, and best practices.
The final solution consisted of a sophisticated multi-step pipeline:
- Natural language processing to understand customer queries
- Knowledge retrieval from Finsense's extensive database
- Generation of tailored responses and step-by-step guides
- Implementation of industry-specific compliance checks
- Seamless escalation to human agents for complex cases
Within the first month of implementation, RAICS demonstrated remarkable results:
- 200% increase in support ticket resolution speed
- 80% reduction in average response time
- Reduced human agent touch points by 55%
- 25% increase in CSAT scores
Strategic Impact:
- Competitive Advantage: RAICS positioned Finsense as an industry leader in customer support innovation
- Scalability: The AI-powered solution allowed Finsense to handle a 300% increase in support volume without additional hiring
- Cost Efficiency: Reduced need for support staff expansion, resulting in 25% lower operational costs
- Data-Driven Insights: RAICS provided valuable data on common issues, informing product development and proactive support strategies
“By prioritizing real customer needs, regulatory compliance, and ease of use, Finsense was able to develop a cutting-edge support tool that gives users an unparalleled experience.”
Kirk Fine, Finsense COO
Looking ahead, the Finsense and Greenfield Labs team has created a roadmap to double RAICS’ performance in the next six months and scale the model across all of Finsense's product lines.
This effort has the potential to impact all of Finsense's 150,000+ customers and sets a new benchmark for customer support in the financial services industry.
“This project has established a solid technical and compliance foundation that puts Finsense at the forefront of GenAI applications within financial services. As GenAI technology continues to evolve, we're well-positioned to leverage these advancements, offering our customers the best possible experience while maintaining the highest standards of security and compliance.”
Yoav Goldman, Finsense CTO
*Company and Executive names changed for privacy
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