Bybit, a major cryptocurrency exchange, has added an artificial intelligence (AI) support agent to assist its customer support team in answering clients’ questions quickly.Â
Ben Zhou, the CEO of Bybit, has shared an X post stating the information on it. The AI can handle common inquiries, such as checking the status of KYC (identity verification), withdrawals, deposits, P2P orders, or card applications, which make up 80% of customer inquiries.
It is noted that to function virtually, the AI needs safe access so that it can get the right information and a proper security checks to provide. Hence, it can provide accurate updates. The CEO has stated that the firm uses AI in several ways to make its internal operations smoother and more efficient, which are as follows:
- AITest: Testing new features before going live is necessary for the firm. As the firm has a large team, it implements many new features, so testing them ensures that they are working properly and will not cause any problems for its users.Â
- AITranslation: AI translation is important as the firm operates in over 260 countries and supports more than 20 languages. Every article, product update, or social media post needs to be translated accurately and in a crypto-friendly tone. The translation team used to do this all manually, but now AI helps with the 30+ daily translation tasks. The utilization of AI expedites and enhances the efficiency of the process.
- AIWiki: This application is like an internal guidebook for the firm’s employees, called Byseek. It’s a digital wiki that has all the information that the new employees need, like company policies, HR benefits, project details, and even small things like office Wi-Fi instructions. Employees can ask the AI agent questions, and it will provide them the accurate answers.
- OSOP: This is Bybit’s internal platform that manages all projects, campaigns, and product offerings across different countries and local websites for the firm.Â
- AI Legal: The firm’s legal team uses AI to create legal document templates, like loan agreements or contracts for borrowing/lending. AI also helps screen new contracts and deals, making the legal work faster and easier.
- AICoding: The firm is also exploring how AI can help in writing basic-level code. This initiative is still in the early stages, but the goal is to use AI to assist with simple coding tasks to save time.
These AI tools help Bybit work more efficiently, save time, and support its global operations. However, Bybit believes AI can’t fully replace Many customers prefer humans, especially when it comes to complaints or emotional issues.
Also Read: Will Bybit CEO Ben Zhou Speak about the $1.4B Hack at TOKEN2049?
