Topstep
From chat to phone: AI at Topstep's frontline
“The fact that somebody in Asia Pacific can reach out to us in their native language, at what is two o'clock in the morning for us, and get a response instantly has been huge.”We are a prop trading firm where we give our customers the opportunity to learn how to trade in a simulated environment. Once they reach some benchmarks, we actually move them into an environment where they earn real income.
We receive over 150,000 conversations every month from our customers, everything from questions about “When does my subscription expire?” to the intricacies of a trade that they had placed just a day or so ago.
Speed and accuracy are going to be paramount at Topstep. Our traders are making trades, buying and selling in terms of seconds and minutes. These are not-long term positions.
Prior to switching to Intercom, we had a different provider who was not scalable and did not offer multiple channels. The AI capabilities were at the very beginning and not really dialed in.
We use Fin to the nth degree. We offer multiple channels to reach us – obviously through chat, but we also offer email, WhatsApp, SMS, and now phone.
We are big fans of Fin Voice. It has really turned our phone operation into a 24/7 availability for our customers. Fin Voice is able to not just answer the basic questions that traders have, but even if the traders start getting into some more intricate questions. They might say, “Hey, if my account balance is X and I lost this much, what is my consistency target for next month going to be?” Fin is able to go ahead, do the math in its head, and give them an answer.
Our Fin involvement rate, believe it or not, is 97% over the last three months. It has increased significantly. We’ve seen increases in our CSAT scores and our resolution rates. Our goal for resolution rate was 50% last month – we actually got to 65%. That’s been huge for us.
Our goal for resolution time had been two hours. We’re currently under one hour. It has really improved just about all metrics in every shape.
Anything AI can help us with, we owe it to the customer to be as quick and as scalable as we can right out of the gate. Every tool possible that Intercom offers us, we wanna jump on it.
