Sei AI X Aspire

Using the proactive signals that we are receiving, our detractor rates has already started going down almost by 30% in the last few months.

Aspire Achieves a Remarkable 30% Detractor Rate Reduction with Sei’s Tailored AI Solutions

Aspire, a forward-thinking fintech firm based in Singapore, embarked on a transformative journey to elevate its customer experience through the strategic integration of advanced Artificial Intelligence. Rahul Rajpal, Vice President of Customer Experience & Global Operations and a passionate AI evangelist, aimed to tackle the inherent challenges of scaling high-quality customer service within the competitive fintech landscape using AI.

Strategic Vision: AI's Integral Role in Financial Services

Aspire, a forward-thinking fintech firm based in Singapore, embarked on a transformative journey to elevate its customer experience through the strategic integration of advanced Artificial Intelligence. Rahul Rajpal, Vice President of Customer Experience & Global Operations and a passionate AI evangelist, aimed to tackle the inherent challenges of scaling high-quality customer service within the competitive fintech landscape using AI.

Pre-Partnership Challenges: The Limitations of Traditional Methods

Prior to partnering with Sei AI, Aspire faced significant operational challenges, including:

• Manual Operational Burdens: "A lot of manual work" characterized Aspire's customer service, requiring extensive human resources to manage routine customer inquiries.
• Reactive Engagement Model: Aspire predominantly operated as a "reactive team," responding to customer issues reported through various channels, including social media and direct contact.
• Sample-Based Quality Limitations: Quality checks were restricted to "a 5% or 10% sample," failing to provide a comprehensive understanding of customer interactions.
• Fragmented Customer Data: Customer feedback was dispersed across multiple platforms, hindering the identification of systemic issues and the implementation of effective solutions.

Sei AI's Strategic Solutions: Proactive Insights and Comprehensive Analysis

Aspire leveraged Sei AI's generative AI capabilities to address these challenges, focusing on two pivotal strategic applications:

• Proactive Pain Point Identification:
  • Sei AI facilitated the identification of "various signals" indicative of potential customer issues, enabling Aspire to preemptively address concerns.
  • This proactive approach allowed Aspire to "mitigate these issues proactively," reducing customer dissatisfaction and improving overall experience.
• 100% Quality Assurance Implementation:
  • Sei AI enabled Aspire to conduct "a 100% quality check across all our interactions," moving beyond the limitations of sample-based analysis.
  • This comprehensive analysis provided "the themes, the trends" across the entire customer base, facilitating data-driven insights.
  • This data is used to drive upstream changes in training, SOPs, and product development.
• Unified Customer Insight Consolidation:
  • Aspire is developing a system to utilize Sei AI to unify all customer feedback into a single, comprehensive view.

“The results are clear”, Rahul said. "My detractor rate has already started going down almost by 30% in the last few months."

Collaborative Partnership: The "3 Cs" of Context, Collaboration, and Customization

Rahul commended Sei AI's team for their client-centric approach, highlighting:

• Contextual Understanding: Sei AI demonstrated a deep understanding of Aspire's business context, ensuring solutions were tailored to specific needs.
• Collaborative Synergy: The Sei AI team maintained close collaboration throughout the implementation process, from API integration to operational adjustments.
• Customized Solutions: Sei AI delivered "customization" rather than "an off the shelf solution," enabling Aspire to address its unique challenges effectively.

Rahul stated, "With Sei AI, we were able to at least get these 3 Cs very prominently”.

Tangible Results: A 30% Reduction and Operational Efficiencies

Aspire's partnership with Sei AI yielded significant improvements in customer experience and operational efficiency:

• A nearly 30% reduction in customer detractor rates within a few months.
• A transition from reactive to proactive customer service.
• Enhanced quality assurance through comprehensive analysis of all customer interactions.
• Data-driven decision-making across organizational functions.

Rahul concludes, "So for us, it's something, you know, which is truly the solution, which is made for us."

Sei AI’s partnership with Aspire is the perfect encapsulation of AI’s strategic importance in driving innovation and fostering exceptional customer experiences in the dynamic financial landscape.