Thanks to rapid growth and expansion into new markets, Finax faced a key challenge: How to maintain top-tier customer support in multiple languages, while respecting different regulations and without increasing operator costs?
33 %
of clients who previously called found their answer directly via the chatbot
13 %
ofinteractions were solved fully automatically
24/7
continuous support availability
Finax is a leader in passive investing in Central Europe. It offers automated ETF portfolios, intelligent investment products, and long-term savings accessible to the general public across the European Union.
Initial situation and challenges
Finax struggled with issues typical for a rapidly growing fintech company:
Key challenges 1. Support had to handle an increasing number of inquiries from customers across several countries. 2. The expanding service portfolio brought more specialized questions about investments, regulations, and account setup. 3. Clients expected quick answers and expert explanations, often outside regular business hours.Need to improve response speed and availability. 4. Each country required localized content and compliance with local legislation.
The challenge was to maintain speed, accuracy, and consistency without massively expanding the support team.
Project goals
Speed up and simplify communication with investors
Reduce the load on the support team by automating repetitive inquiries
Improve customer experience across all countries where Finax operates
Ensure consistent communication across all language versions
Build a solution that is secure, scalable, and compliant with financial market regulations
Solution
Finax deployed an AI chatbot that automatically handles the most frequent questions related to:
Investment products
Portfolio functionality
Fees
By registering
Regular investments
Tax issues
Risk
Transfers and withdrawals
Chatbot has become a key element of customer support. He immediately answers, navigates the client, passes the relevant article to him, or, if necessary, redirects communication to the operator even with a complete history.
Combining AI and a unified platform significantly accelerated the entire customer care process.
Integration and sources of knowledge
The chatbot is connected to investment and product knowledge base, Finax Blog with expert investment articles, internal documentation on EU legislation, CRM system, detailed instructions, processes and answers to frequently asked questions of clients. Thanks to this, it can provide accurate, natural and fully localized responses.
Why Finax chose Coworkers.ai
Proven experience in AI automation for e-commerce
Full chatbot management without IT knowledge required
Ability to localize in multiple languages
Uniformplatformwhich will connect chat, e-mail, telephone communication i
Fast implementation and high flexibility of editing
Key project steps
1. Analysis of FAQs across markets and languages 2. Creation of a large knowledge base and its structuring 3. Integration with Finax communication channels 4. Test phase with tuning answers and tone of communication 5. Transition to sharp operation and optimization based on real feedback
The most challenging task was working with different regulatory requirements across the EU. Each country has different rules and the chatbot had to answer individually and accurately correctly and without possible risks.
Chatbot will be up and running within 2 weeks
“The main goal was to ensure effective and comprehensive communication. We were looking for a solution that could integrate all of our customer communications into one system while offering additional automation capabilities. We put a lot of emphasis on data security, which is essential in our industry. “
Richard Hamrák
Customer Experience Teamleader
Summary and future plans
AI chatbot deployment helped Finax Accelerate customer support, reduce team burden, and ensure consistent and secure communication in multiple countries. The chatbot is deployed in Slovak and ready for: Czech, Polish, Hungarian, Englishto cover all markets in which Finax actively operates or plans to grow. The chatbot has become a key element in scaling the firm during overseas expansion, while increasing client satisfaction with fast, expert and accurate responses. Finax thus takes its customer care to a level that matches a modern fintech leader.
Future plans
Expand chatbot to all European markets
Add more specialized scenarios for investment advice
Use a chatbot as an internal assistant (e.g. for operators or investment advisers)
Extend AI automation to email and other communication channels
Build Centralized Knowledge Platform for all client markets
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Take the next step toward a more efficient, modern, and profitable company.
