About client:

Finery Markets is a leading crypto ECN and trading SaaS for institutional investors with a track record of over $20B in cryptocurrency transactions.

The fintech company provides a suite of services focused on digital asset trading and financial technology solutions. Finery Markets advances trading infrastructure with aggregated liquidity and access to 200+ crypto and fiat pairs from institutional liquidity providers.

The team at Finery Markets aims to bridge the gap between traditional finance and the emerging digital asset ecosystem, providing the necessary tools and services for efficient and effective market participation of their institutional clients.

Challenges of Finery Markets

  • Steep technical learning curve during onboarding
  • A lot of documentation and guidelines
  • Long resolution times


Objectives of Integrating FANA.AI

  • Improve client onboarding, support & education in Telegram Groups
  • Enable smart & regular updates on the knowledge base
  • Provide better customer service
  • Reduce friction and costs
  • Enable AI Analytics: Hot topics analysis and statistics


THE RESULT:

“Our greatest challenge was to provide state-of-the-art service for all of our clients around the clock. We started to explore the option to implement AI in our customer support and API integration processes. Our clients are based in virtually all time zones possible, asking all sorts of questions. FANA has trained the MLM on our extensive FAQ and internal knowledge base which is now capable of answering 95% of our client requests. A couple of weeks ago one of our clients had an issue with reconnecting to our server after the update. This has happened at night during the weekend. FANA’s chatbot was able to analyze the code provided intelligently outline the issue and suggest a fix. However, the most successful case was a complete API integration process navigated by the chatbot. Our Customer Success team has intervened only a few times. This is a truly magical example of how AI can optimize and complement setting up a sophisticated trading product”

– Egor Morozov, Director of Customer Solutions Finery Markets

“The FANA team swiftly built the demo with our website and training data. We immediately knew it would be powerful for us and our clients. The big to do? Training the AI. We wanted to extract the maximum FANA can do in our Telegram chats with clients. Now we achieve over 95% accuracy, which saves a lot of time and effort. Efficiency is also up. One recent code implementation case was done in 1 hour instead of 20 hours.”  

– Sergey Klinkov, Director of Marketing at Finery Markets

NUMBERS: 

  • 95% accuracy 
  • 20h – 40h saved time per member of the customer success team


FANA AI Tools & Technologies Implemented (Stack)

  • Proprietary Reasoning, Deciding and Acting Agents
  • Proprietary Exponential Fallback Mechanism
  • Multi-language LLMs
  • FANA.AI API 
  • Telegram API 
  • Proprietary RAG Frameworks 
  • Supabase Database Framework


Future Prospects

  • Scalability: FANA AI can also be a beneficial tool for sales and marketing. This tool can be tailored to meet our marketing needs, whether that involves generating new leads or nurturing existing ones. Moreover, automating more repetitive tasks, allows the team to concentrate on the bigger picture. As AI continues to evolve, it is poised to completely transform our approach to marketing and sales. 
  • New Opportunities: FANA AI can automate and enhance lead engagement processes, such as responding to queries, providing product tips, and offering personalized deals. This can result in higher conversion rates, as messages can be tailored to customer preferences and behaviors.


Are you ready to explore how FANA.AI can assist in your business? 

Go ahead and book a demo.