Cashwagon: bots process up to 80% of all requests in 4 countries

Cashwagon first contacted us in 2018. This fin tech startup specialized in online microlending offered in the Philippines, Sri Lanka, Indonesia, and Vietnam. Cashwagon acted as an intermediary between borrowers and banks. Using the company's mobile app, customers could apply for a loan; the app was used for all types of communications.

Cashwagon had to process large numbers of requests: the workload of its call center employees in four countries was enormous.

By the time they contacted Flomni, Cashwagon had standalone text-based request channels, but they were used in select countries and remained decentralized. That resulted in a rather cumbersome, unstable system with various suppliers for different countries.

Develop a single request processing system for all countries. We had to take into account that each country has its own language, and thus, a standalone contact center that provides customer support.

With Flomni, the company was able to process customer requests from all channels in all countries of operation. We adapted our chatbots for the target languages.

* This social network is recognized as extremist in the Russian Federation

Given the specifics of local languages, Cashwagon decided to develop their own bots. Flomni provided the company with administrative rights to use the platform and advised on the process of service operations.

Cashwagon employees from around the world worked to localize the bots. The platform supports multilingual solutions with unlimited text features.

Once you have created the chatbot logic in a single language, it can easily be scaled for other countries, so you don't have to create everything from scratch. This reduces internal labor costs.

A bot is created in a visual builder. It's easy to handle. The main thing you need to understand is how a particular customer request would be processed by a call center operator, and then embed this scenario in the Q&A logic.

Flomni provides a single system for processing requests from different countries. For each request, the country from which the customer is messaging is noted.

However, due to regional and language differences at Cashwagon, processing requests from different countries was distributed among multiple contact centers. The Vietnamese team processed requests from Vietnam, while the Indonesian team responded to inquiries from Indonesia, and so on.

For each country, requests from all channels were stacked into a single system. At the initial stage, all requests were bot-processed. If necessary, questions were redirected to an employee.

This way, we were able to relieve the call center employees of 80% of their workload.

Many people contacted the service to find out why they were denied a loan. Most of the reasons were quite common, which meant the answers could be automated. This allowed the call center staff to pay closer attention to the customers who fit creditors' requirements.

If a conversation is handed over to a contact center operator, the platform will show the customer's entire chatbot history. An operator can send a reply from the platform, and the answer will be forwarded to the channel used by the customer — for example, the in-app chat or a messenger app.

Due to the project specifics, Cashwagon employees undertook many stages of platform configuration. The platform UI makes the setup a piece of cake. Detailed instructions can be found at Flomni Help Center, with all necessary documentation and video tutorials. If you do not want to do the launch on your own, our experts can offer a turnkey solution ready to use in just 2 to 3 weeks.