In a survey recently conducted by Gartner, a significant difference in expectation was detected regarding the use of Artificial Intelligence especially in chatbots in customer relationship. While 60% of service leaders are under pressure to use the technology in this role, 64% of customers said they prefer that companies do not do this. The study reveals a trend of return, at least in part, to humanized service as has already been happening in the Edan Financial Group, fintech that has just announced the achievement of an average growth of 168.7% per year in its gross revenue in the last two years and the consolidation of large companies.
Edan CEO Eduardo Silva explains that keeping with the team the concept that the client is the main investor in fintech makes a total difference. “Since the foundation four years ago we have always maintained as pillars of EDAN, agility, digitization and humanization. In our vision, technology helps to streamline delivery safely and efficiently, but we opted for the humanized way in supporting our customers because we seek to customize the solution to the maximum according to the needs of each, respecting individualities, after all, when a company decides to focus its cash movement with us is the same as investing in our business, in our credibility and our brand”, says.
The executive also reports that the commitment to humanized care has given significant results also in another important metric that is turnover. According to him, the level of exit of fintech customers in the last 4 years remains below 1% until the 1st half of 2024, while the market average is 15%.
This result is in line with the conclusions presented by the Deep Dive Fintech Survey, conducted by the Brazilian Association of Fintechs (ABFintechs) and PwC Brazil. The study indicates that offering a differentiated experience to the client has become the main problem that fintechs want to solve. In credit and payment fintechs, for example, customers face more difficulties when trying to solve a problem. Already for the investment sector, the main barrier is in obtaining advice or recommendations; for the insurance segment, cancelling the product is what generates more problems.
With regard to the use of artificial intelligence, the authors of the paper indicate that less than one third of fintechs dominate the use of AI, despite the potential that this technology offers in terms of task automation, advanced data analysis, fraud detection and customer experience customization.
According to the Gartner study, the main concern of consumers about AI in customer service is that its use can make it even more difficult to reach a person to try to talk and find solutions to their needs. In this way the consultancy advises that when adopting AI chatbots companies should seriously consider the inclusion of connecting the customer to a person at some point in the service journey.
Silva says that this is already a reality in Edan and therefore, despite all the technology offered, the products are customized according to the financial needs of the companies served because each business has a different dynamic from the other. Fintech has just taken another important step: after a study on all the values charged to customers, decided to reevaluate the prices and made a reduction in the fees charged, even zeroing some.
“We are doing a strong job of reducing tariffs for our customers, in some situations we reached 100% reduction, exempting the customer. This measure did not impact our margins, on the contrary, after the adoption of new technologies, improvement of internal controls and definition of new partners, we managed to improve our margins and our customers. After all, if the customer is our main investor the focus should be to constantly improve their margins and with this to expand reciprocity, thus also increasing margins in EDAN.” counts when questioning: “quant institutions have already contacted your company or you spontaneously to inform that you will pay less?This is the company with more business is the company with more business and with more
