MFG is revolutionizing customer service standards with automation and AI with an exciting innovation from Access Finance
Access Finance, part of the MFG group, is launching its new AI Chatbot, which will provide clients with 24/7 real-time support. This marks a significant step in the company's journey to transform customer service through digital technology.
The Chatbot can instantly answer a variety of questions about services like credit limit increases, account balance checks, transaction details, and card usage guidance. By automating these common requests, the Chatbot eliminates waiting times and simply provides customers with the support they need, whenever and wherever they need it.
A year in the making
The Chatbot has been in development for a year, requiring intensive research, testing, and integration into the company's systems. This dedication is an affirmation of Access Finance's commitment to prioritize customer needs and delivering a scalable, reliable, and user-friendly solution.
“We didn’t just want to build a Chatbot,” said Velko Kamenov, CRO at Access Finance. “We wanted to create a solution that addresses our customers’ most common pain points and frees our agents to deal with more complex queries. This is a game changer for customer satisfaction and operational efficiency.”
Overcoming innovation challenges
Access Finance didn’t shy away from the complexity of building this technology. The project involved:
- Mastering Kubernetes clusters.
- Building advanced API interfaces.
- Using real-time data processing with Redis.
- Real-time system monitoring with Grafana.
One of the biggest challenges was training the Chatbot’s Large Language Model (LLM) to work within a controlled environment. Thanks to thorough testing and optimization, the Chatbot has performed flawlessly from day one.
Customer feedback
The impact is already visible:
- Available now in the Access Finance mobile app for Android now.
- Within the first 24 hours, over 100 customers have already got credit limit increases - a process that previously took 2 days.
Customers no longer need to call support for standard queries - they get answers instantly in the app.
“Customer feedback has been great,” said Zheko Staykov, Head of Operations at Access Finance. “They love the convenience and speed.”
What’s next?
Access Finance is already working on the next phase of the project:
- Fully automated real-time credit limit increases (currently processed within one business day).
- Expanding the Chatbot to Romania and Spain to cover all European markets.
This innovation is part of Access Finance’s broader strategy for process automation and digital services. Through these efforts, MFG is setting a new benchmark in financial technology and customer experience with AI.
About Access Finance
Access Finance is a financial technology company that’s all about innovation and customer service. By going digital and using AI, they’re changing the economic experience for customers across Europe.