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Case study

Unit21 Enhances Fraud Detection with AI-Powered Customer Support

Publish Date

November 24, 2023

Unit21 Enhances Fraud Detection with AI-Powered Customer Support

The Customer

Unit21 provides an automated risk management platform that helps fintech and small business clients minimize financial risks and ensure compliance across operations. Their solution reduces false positive alerts and streamlines integration with various business systems.

The Challenge

While Unit21's machine learning algorithms deliver an adaptable compliance system, customers often struggle with the complex API documentation and multi-step setup process. This created friction in onboarding and utilizing the platform's full capabilities.

The Solution

Unit21 integrated Expertise AI-powered virtual assistant to provide 24/7 customer support. This allows clients to get on-demand assistance understanding features, troubleshooting issues, and optimizing their risk management workflows.

The Results

By combining Unit21's fraud detection platform with Expertise conversational AI, the companies achieved:

Enhanced Customer Experience

  • Reduced customer support volume by providing self-service assistance
  • Allowed customers to provide real-time feedback to improve product

Increased Operational Efficiency

  • Freed up Unit21's support team to focus on higher value activities
  • Accelerated customer onboarding and time-to-value

Continuously Improving AI

  • Used conversation data to identify areas to simplify setup processes
  • Made AI models smarter by capturing new compliance questions/scenarios

The partnership enabled Unit21 to deliver more intelligent fraud detection capabilities while providing a seamless experience for clients through AI-powered support.

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