Ai Chatbot Transforming Crypto Support

AI CHATBOT TRANSFORMING CRYPTO SUPPORT

Technology Stack

Services

AI Development

AI Chatbot Development

Industry

Fintech

About The Client

Our client is a fast-growing cryptocurrency platform that offers trading, wallet management, and KYC services to users around the world. As their user base grew, so did the number of support requests — especially around onboarding, wallet transactions, and account verification.

Our Approach

We built a smart, multilingual AI chatbot for crypto that could instantly answer most user queries — and knew when to hand things off to a human agent when needed.

Here’s what we did:

Mapped out common support journeys (onboarding, KYC, transactions, etc.)

Trained the fintech chatbot on their knowledge base and conversation data.

Integrated it with both their mobile and web platforms.  

Connected it to their CRM so human agents could pick up right where the bot left off.

Added language support for global users.

The Challenges

Their support team was overwhelmed with repetitive queries like “Why is my KYC pending?” or “When will my withdrawal be processed?”

Response times were increasing, especially during market spikes.

They had no round-the-clock AI-powered customer service support and couldn’t scale their team fast enough.

With users across different regions, they also needed support in multiple languages.

Core Features Developed

Answer User Questions 24/7

Our crypto AI chatbot is always online, providing instant answers to common user queries around the clock — whether it's midnight or market peak hours. This ensures users never have to wait for help, no matter their time zone.

Guide Users Through the KYC Process

The cryptocurrency chatbot simplifies onboarding by walking users through the KYC process step-by-step. From uploading documents to real-time status updates, it offers clear, guided instructions — reducing drop-offs and ensuring faster compliance.

Check Transaction or Wallet Status in Real-Time

Users can ask the chatbot about the status of their deposits, withdrawals, or wallet balances — and get accurate, real-time updates pulled directly from backend systems. This transparency builds trust and reduces the need for agent intervention.

Detect Frustration and Escalate to a Live Agent

Built-in sentiment analysis allows the crypto customer support chatbot to recognize signs of user frustration or confusion. If it detects a potential issue it can’t resolve, it immediately hands over the conversation to a human agent — ensuring smooth support continuity.

Multilingual Support

Global user base? No problem. Our multilingual capabilities let users interact in their preferred language, improving accessibility and reducing miscommunication. The chatbot dynamically switches languages based on user preference or region.

Log Tickets Automatically for More Complex Issues

When an issue goes beyond the chatbot’s scope, it doesn't just stop — it logs a support ticket with full context, including conversation history and relevant user details. This saves time for both users and agents, speeding up resolution.

The Result

Response times improved significantly, dropping from an average of 2.5 minutes to under 1 minute.

Customer satisfaction increased, rising from 70% to over 90% after chatbot implementation.

First-time resolution rate jumped from 45% to 82%, helping users get answers faster without follow-ups.

Ticket escalations to human agents reduced from 100% to just 40%, easing the load on the support team.

Why Choose Bitontree?

Deep Experience in Fintech and Crypto

We understand the unique challenges of these industries and deliver solutions that align with regulatory, security, and user expectations.

Fast MVP Delivery with Scalability

We help you launch quickly with a minimum viable product that’s designed to evolve and scale as your business grows.

Strong Focus on User Experience

We prioritize intuitive design and seamless interactions to ensure your users stay engaged and satisfied.

Secure, Smart, and Workflow-Aligned

Our solutions are built with enterprise-grade security and customized to fit your existing operations and goals.

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What Our Clients Say

Yash and his team are great, and I will continue to use them for different enterprise level projects. What drew me was the way they provided suggestions outside of what I asked, which turned out to be exactly what I needed.