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Automating Your Customer Service Process – 5 Benefits for Forex Businesses

How Customer Service Automation Can Benefit Your Forex Business

The financial market is a complex system with various players involved. With digitalisation and increased demand for trading platforms, companies face challenges meeting customer needs. Automating customer service can simplify this process, allowing FX brokerage companies to focus on their core business. This article explores how customer service automation works in the financial market and how it can be implemented.

Grasping The Concept Of Customer Service Automation

Customer service automation involves using intelligent machines and bots to handle tasks like greeting visitors, responding to emails, onboarding new clients, and collecting feedback. 

Artificial intelligence and machine learning are crucial in automating routine tasks, allowing human support teams to focus on challenging tasks and sensitive cases. 

AI chatbots can deliver pre-determined responses faster than humans, improving user experience and customer retention. Natural language processing is a critical part of AI customer service and chatbots.

Automation Benefits

Customer support automation is a growing trend that reduces human response time to customer queries. 35% of companies in 2022 utilised AI services, with a growing trend expected in the future. This automation not only streamlines processes but also saves time.

Automating customer service involves using machines and software that provide 24/7 support, saving labour costs and reducing the need for human support agents. AI capabilities can deliver tasks within seconds, making it more cost-effective for startups and brokerage firms. However, it is not necessary to eliminate human interaction, as users and wealthy traders still prefer human interaction.

Automated machines can streamline workloads by distributing tasks between departments, allowing for cross-team collaboration. AI chatbots can quickly respond to basic user queries, ensuring higher team synergy and productivity. AI capabilities can also improve customer retention by assisting in repetitive tasks and categorising responses with minimal human input.

Companies can use AI in CRMs to track user activity and interaction on websites, creating customised offers and services tailored to clients’ individual needs. Chatbots can trigger sales chats when new users visit the website, offering exclusive deals for new visitors.


The rise of artificial intelligence and machine learning has significantly impacted customer service in Forex brokerage companies, enabling them to enhance customer satisfaction and retention rates, thus promoting business growth and expansion by balancing human and machine capabilities.

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IEMLabs is an ISO 27001:2013 and ISO 9001:2015 certified company, we are also a proud member of EC Council, NASSCOM, Data Security Council of India (DSCI), Indian Chamber of Commerce (ICC), U.S. Chamber of Commerce, and Confederation of Indian Industry (CII). The company was established in 2016 with a vision in mind to provide Cyber Security to the digital world and make them Hack Proof. The question is why are we suddenly talking about Cyber Security and all this stuff? With the development of technology, more and more companies are shifting their business to Digital World which is resulting in the increase in Cyber Crimes.


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