The numbers that matter most
Within the first month, the organization achieved measurable impact across every key performance indicator.
Value delivered
More than 85% of Buxley conversations end with the customer actually being helped. No human agent needed.
Languages supported
Six languages. One consistent experience across BUX's pan-European customer base.
Team Capacity Freed
Two full-time equivalents' worth of repetitive FAQ handling now belongs to Buxley. The team gets that time back for cases that actually need them.
About the client
BUX is a European fintech platform built around one idea: making investing accessible to everyone. From first-time investors to experienced traders. Active across 8 European countries and backed by ABN AMRO, BUX runs a lean support team handling thousands of inquiries every month. But investing doesn't follow a schedule. Quiet weeks can turn into peak periods within hours, depending on what the markets are doing.
The challenge we solved
BUX's support team was handling the vast majority of customer contact through chat, and volume fluctuated wildly based on market conditions. Scaling headcount to match every spike wasn't viable. They needed a smarter way to handle the predictable, repetitive questions so their human agents could stay focused on the cases that actually needed them.
The challenges
Volume spikes driven by market events, impossible to predict or staff for
A pan-European customer base requiring support in 6 different languages
Repetitive FAQ-type questions eating into agent time every single day
Features & solutions
An overview of the key features and solutions delivered in this project.
The challenges
Buxley sits directly inside the BUX app, connected to the FreshDesk knowledge base. Stock market questions, account status, investment plans, general FAQs. It handles all of it, instantly, around the clock, without a human needing to step in.
Human handover
When a question falls outside Buxley's knowledge or needs account-level action, it hands over to a human agent. Full context included. The customer never has to repeat themselves.
24/7 Multilingual support
Six language-specific configurations, deployed across BUX's European markets. Customers get native-language support at any hour. BUX doesn't have to staff multilingual teams around the clock to make that happen.
