A recent survey conducted by Gartner detected a significant difference in expectations regarding the use of Artificial Intelligence, especially in chatbots for customer relationship management. While 60% of customer service leaders are under pressure to use 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 care as has already been happening at Edan Financial Group, fintech that has just announced an average growth of 168,7% per year in its gross revenue over the last two years and the consolidation in serving small businesses, medium and large
The CEO of Edan, Eduardo Silva, explain that keeping the concept that the client is the main investor of the fintech with the team makes a total difference. "Since its foundation four years ago, we have always maintained as pillars of EDAN", agility, digitalization and humanization. In our view, technology helps to streamline delivery with safety and efficiency, but we chose the humanized approach in supporting our clients because we seek to customize the solution as much as possible according to each one's needs, respecting individualities, after all, when a company decides to concentrate its cash flow with us it is the same as investing in our business, in our credibility and our brand, affirms
The executive also reports that the focus on humanized service has yielded significant results in another important metric, which is turnover. According to him, the customer exit rate of the fintech in the last 4 years remains below 1% until the 1st half of 2024, while the market average is 15%
This result aligns with the conclusions presented by the Fintech Deep Dive Research, conducted by the Brazilian Fintech Association (ABFintechs) and PwC Brazil. The study indicates that providing a differentiated experience for the customer 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 obtaining advice or recommendations; for the insurance segment, cancelling the product is what causes the most problems
Regarding the use of artificial intelligence, the authors of the work indicate that less than one third of fintechs master the use of AI, despite the potential that this technology offers in terms of task automation, advanced data analysis, fraud detection and customer experience personalization
According to the Gartner study, the main concern of consumers about AI in customer service is that its use may make it even harder to reach a person to try to talk and find solutions for their needs. In this way, the consultancy advises that when adopting AI chatbots, companies should seriously consider including the option to connect the customer to a person at some point in the service journey
Silva claims 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 as each business has a different dynamic from the other. The fintech has just taken another important step: after a study on all the fees charged to customers, decided to reassess the prices and made a reduction in the charged rates, getting to zero some
"We are doing a strong job of reducing rates for our customers", in some situations we achieve 100% reduction, exempting the client. This measure did not impact our margins, to the contrary, after the adoption of new technologies, improvement of internal controls and definition of new partners, we managed to improve our margins and those of our clients. After all, if the client is our main investor the focus should be to constantly improve their margins and thereby increase reciprocity, thus also increasing the margins in the EDAN."counts when questioning: 'how many institutions have already contacted your company or you spontaneously to inform that they will pay less'? This is ESG in practice! The company benefits from lower costs, EDAN benefits from more businesses and society benefits from more jobs and stronger corporations
