A Singapore securities firm with 200 advisors deployed Instadesk's AI chatbot to handle client inquiries about account balances,trade ations,dividend payments,and regulatory disclosures.Results after 6 months: support ticket volume dropped by 55%,response time fell from 4 hours to under 2 minutes,and client satisfaction increased from 68% to 89%.This case study details the firm's challenges,solution,and outcomes.Securities firms face unique pressures:clients expect instant answers about their portfolios,yet advisors are often in meetings or on trading floors.Manual responses lead to delays and frustrated clients.The firm needed an automated solution that could understand financial terminology and integrate with its trading system.
Customer Background and Pain Points
The firm provided brokerage and wealth management services to retail and institutional clients.Its support team of 15 agents received 8,000 inquiries monthly via email and website chat.Common inquiries included account balance,trade settlement status,dividend payment dates,and regulatory disclosure forms.Agents spent 57 minutes per inquiry,often needing to log into multiple systems.During peak trading hours (9 AM–11 AM and 2 PM–4 PM),response times exceeded 4 hours,causing clients to call the hotline instead,increasing call volume.
The Solution: AI ChatBot for Enterprise
The firm deployed Instadesk's AI chatbot on its website and client portal.Key features:
•Pretrained financial NLU to understand terms like "trade ation","settlement date","dividend yield","margin call","open order","cash balance".
•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").
•Seamless escalation to licensed advisors for complex inquiries (e.g.,investment recommendations,tax implications).
•24/7 availability for afterhours client queries across time zones.
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 6 months:
•Support ticket volume dropped by 55% (from 8,000 to 3,600 monthly).
•Response time fell from 4 hours to under 2 minutes for routine inquiries.
•AI chatbot handled 60% of inquiries automatically (balance,trade status,dividend dates).
•Client satisfaction increased from 68% to 89% (postinteraction surveys).
•The firm passed an MAS audit with full chat transcripts and audit trails.
•Agent workload reduced by 40%,allowing advisors to focus on highvalue client relationships.
Key Lessons for Securities Firms
•Automate highvolume,lowcomplexity inquiries first(balance,trade status,dividends).
•Integrate with trading systems for realtime data;batch updates cause delays and client frustration.
•Ensure compliance disclosures are built into chatbot responses (e.g.,"This is not a recommendation").
•Afterhours automation captures client inquiries that would otherwise wait until morning.
How Instadesk's Chatbot Works 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 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,an AI chatbot improves client experience,reduces support costs,and ensures compliance.Instadesk offers a readytodeploy solution.Start with a free trial.
