A Singapore securities firm added Instadesk's AI chatbot to its website to handle client inquiries about account balances,trade ations,dividend payments,and research reports.Results after 4 months:client engagement increased by 40%,response time dropped from 4 hours to under 2 minutes,and support ticket volume decreased by 55%.This case study details the firm's challenges,solution,and outcomes.Securities firms face high client expectations for instant access to portfolio information;adding an AI chatbot directly to the website provides that access without overwhelming support teams.The firm had 15,000 active clients and received 5,000 inquiries monthly.Before the chatbot,clients emailed their advisors or called the support line,leading to delays and frustration.Many clients were considering switching to digitalfirst competitors like Robinhood or Webull,which offered instant chat support.
Customer Background and Pain Points
The firm provided brokerage and wealth management services to retail and institutional clients.Its support team of 10 agents received 5,000 inquiries monthly via email and phone.Clients frequently asked about account balances,trade settlement status,dividend payment dates,and access to research reports.Agents spent 57 minutes per inquiry,often needing to log into multiple systems (trading platform,CRM,research portal).During market volatility (e.g.,earnings season,Fed announcements,geopolitical events),response times exceeded 4 hours.Clients complained about slow responses on social media,and the firm risked losing accounts to competitors with better digital service.The firm needed a solution to provide instant answers without hiring additional staff.
The Solution: AI Chatbot on Website
The firm deployed Instadesk's AI chatbot on its client portal and public website.Key features:
•Pretrained financial NLU to understand terms like "trade ation","settlement date","dividend yield","margin call","open order","cash balance","cost basis","unrealized gain".
•Integration with trading system(Bloomberg AIM)for realtime account and trade data via API.
•Automated answers to MASrequired disclosure questions (e.g.,"Past performance does not guarantee future results","This is not a recommendation").
•Secure authentication via client portal login (SSO with Okta).
•Seamless escalation to licensed advisors for complex inquiries (e.g.,investment recommendations,tax implications,estate planning).
•24/7 availability for afterhours client queries across time zones (Singapore,Hong Kong,London,New York).
Implementation and Results
Deployment took 2 weeks using Instadesk's finance template.The firm integrated the chatbot with its trading system via prebuilt connector.After 4 months:
•Client engagement (monthly active chat users) increased by 40% (from 2,000 to 2,800).
•Response time dropped from 4 hours to under 2 minutes for routine inquiries.
•Support ticket volume decreased by 55% (from 5,000 to 2,250 monthly).
•AI chatbot handled 60% of inquiries automatically(balance,trade status,dividends).
•The firm passed an MAS audit with full chat transcripts and audit trails.
•Client satisfaction scores increased from 68% to 89%(postchat surveys).
•The firm saved SGD 100,000 annually in support costs.
Key Lessons for Securities Firms
•Adding a chatbot to the website improves client selfservice and reduces support volume.Clients prefer instant answers over waiting for email responses.
•Integration with trading systems is essential for realtime data;batch updates cause delays and client frustration.
•Secure authentication ensures only authorized clients access sensitive information.The chatbot should never ask for passwords or sensitive data in chat.
•Afterhours chat captures inquiries that would otherwise wait until morning,improving client experience across time zones.
How Instadesk Delivers Website Chat for Securities
Instadesk's platform includes pretrained financial NLU,prebuilt connectors for trading systems (Bloomberg,Reuters,Fidessa),and compliance rule sets for MAS,SEC,and FINRA regulations.The chat widget installs with one line of code.The visual conversation builder allows nontechnical staff to update responses.Payasyougo perconversation pricing has no perseat minimum.A free trial with 500 conversations is available.
Conclusion
For securities firms,adding an AI chatbot to the website improves client engagement,reduces support costs,and ensures compliance.Instadesk offers a readytodeploy solution.Start with a free trial.
