Transforming CX and Operational Efficiency for a Leading Cryptocurrency Platform with AI and LLMs

Quantiphi collaborated with a leading cryptocurrency exchange and financial services provider to implement AI-driven solutions across multiple workstreams. These innovations were designed to enhance customer experience (CX), streamline internal operations, and optimize the organization’s AI capabilities.

About the Client: A Pioneer in Crypto Trading & Financial Innovation

The client is a global cryptocurrency exchange platform that plays a pivotal role in crypto trading and financial services. Known for its innovation and customer-first approach, the client continues to lead in developing cutting-edge solutions that improve customer engagement and operational efficiency.

Problem Statement: Scaling Challenges in a Rapidly Evolving Market

The client faced challenges in scaling customer support, optimizing internal operations, and improving AI capabilities across multiple workstreams. Manual efforts in compliance, documentation, and training processes led to inefficiencies, impacting overall business growth and customer experience.

Challenges: Bottlenecks in Training, Compliance, and AI Optimization

1. Complex and Time-Intensive Training Processes:
   • Training newly hired customer experience agents required significant time and human resources.
   • Scaling during high-demand periods, such as bull runs, was a challenge.
2. Limitations in Data Retrieval and Search:
   • Existing enterprise search systems were unable to retrieve full documents or content based on URLs or identifiers from Google Drive.
   • Web search APIs provided valuable summaries but lacked the ability to retrieve full content.
3. Absence of LLM Evaluation Framework:
   • The client operationalized over 15 LLM use cases but lacked a standardized framework to measure the quality of LLM outputs.
   • Challenges in detecting model degradation and optimizing use-case-specific LLM selection.
4. Manual Efforts in Compliance and Documentation:
   • Validation of documents against style guides and regulatory compliance was time-consuming and prone to errors.
   • Generating financial reports and managing architecture diagram interpretations required extensive manual effort.

The Solution: AI-Driven Automation for Smarter Workflows

Quantiphi implemented a range of solutions across three workstreams to address the client’s challenges:

Workstream 1: Enhancing Employee and Customer Assistance

1. Google Drive Connector: Developed a connector to fetch full documents from Google Drive, enabling "talk-to-your-document" use cases.
2. Search Query Engine: Built a system capable of fetching comprehensive information from web pages.
3. Employee Assistance Tool: Created an LLM-based pipeline to integrate Google Drive content and web search capabilities.
4. Customer Chatbot: Designed a PoC-grade virtual agent leveraging Dialogflow CX to interact with the client’s website and knowledge documents.
5. AI Tutor Bot: Developed a PoC-grade Dialogflow CX agent for training customer service representatives.
6. LLM Evaluation Framework: Established a framework to evaluate the quality of LLM-generated outputs.

Workstream 2: Document and Compliance Management

1. Style Guide Checker with Translation: Enabled multilingual document validation against style guide requirements.
2. Redaction of PII: Automated personally identifiable information (PII) redaction using LLMs.
3. Weekly Compliance Assessment: Developed an LLM-based framework to compare internal policies with regulatory standards and suggest changes.
4. Financial Report Generator: Automated the extraction of table data and report generation using LLMs.

Workstream 3: Technical Documentation and Process Automation

1. Architecture Diagram Interpretation: Used LLMs to interpret and answer queries about technical diagrams.
2. Code Documentor: Automated the generation of technical documentation for codebases.
3. Test-Driven Development (TDD) Generation: Leveraged LLMs to generate functional exploration documents.
4. Resume Scoring: Created a system to assess and rank resumes for recruitment purposes.
5. CX Voicebot: Built a PoC-grade virtual agent using Dialogflow CX for call routing.

Business Impact: Speed, Scalability, and Seamless CX

1. Enhanced Efficiency:
   • Accelerated training of newly hired CX agents, scaling onboarding to meet high-demand periods with reduced human dependency.
   • Automated document validation, compliance assessments, and report generation, saving time and reducing errors.
2. Cost Optimization and Improved Capabilities:
   • Google Drive and Web Search API integrations unlocked advanced use cases, enhancing operational efficiency.
   • LLM Evaluation Framework ensured consistent output quality, enabling the selection of the most suitable models.
3. Seamless User Experiences:
   • AI Tutor Bot reduced onboarding time for agents, enabling rapid adoption of best CX practices.
   • Customer chatbots and voicebots enhanced CX by improving response times and accuracy.
4. Scalability and Compliance:
   • Improved scalability of internal systems to support increased demand.
   • Streamlined compliance processes aligned with regulatory standards.

Conclusion: A Future-Ready Crypto Exchange Powered by AI

Quantiphi’s innovative solutions enabled the client to transform customer and employee experiences while optimizing operational efficiency. By integrating advanced LLM capabilities, the client is now well-positioned to lead in AI-driven customer service and internal operations.

Looking to harness the power of AI for your organization? Let Quantiphi help you achieve measurable impact and scalability. Contact us today.