About Currencyfair

CurrencyFair is a leading online cross-border payments and foreign exchange service, providing individuals and businesses with a faster, more affordable, and secure way to send money across borders. Supporting transfers to over 150 countries in 20+ currencies, the Irish-headquartered company manages more than 100,000 customer interactions each year while maintaining its reputation for exceptional, hands-on customer service.

With growing global demand, CurrencyFair needed to scale its support operations without compromising the high-quality, personalized assistance that defines its customer experience.

Challenges

CurrencyFair’s customer support team faced increasing strain from growing email volumes and repetitive queries, resulting in:

  • Delayed response times due to heavy agent workloads
  • Repetitive, low-value queries consuming significant time and resources
  • Inconsistent knowledge application, as agents struggled to retrieve and use knowledge articles effectively
  • Limited bandwidth to focus on complex, high-value customer cases
  • Scalability concerns, with rising demand threatening the ability to maintain high service quality without adding headcount

Solutions

To overcome these challenges, CurrencyFair partnered with Salesforce and Cloud Odyssey to deploy Agentforce, Salesforce’s digital labor platform, starting with its email support channel. The phased implementation was designed to drive automation while ensuring seamless collaboration between AI and human agents.

Key capabilities included:

  • AI-Powered Intent Detection – Automatically classifies customer queries and identifies appropriate resolution paths
  • Knowledge-Based Responses – Retrieves relevant knowledge articles and generates accurate, context-aware drafts for general queries
  • Autonomous Case Resolution – Handles routine inquiries such as password resets, required document checks, and supported currency/country queries
  • Smart Escalations – Non-routine or complex cases are seamlessly routed to human agents
  • Phased Rollout & Future-Ready Design – Starting with general queries and email support, with expansion planned for broader case categories and CRM integration

 

Benefits

The deployment of Agentforce has delivered measurable impact and set the foundation for long-term transformation:

  • 15–20% Query Automation – Out of 132 general queries since launch, 25 were resolved end-to-end by Agentforce, reducing agent workload and enabling focus on complex, high-value cases.
  • Faster, Scalable Support – Routine queries are now resolved in under 60 seconds, allowing CurrencyFair to handle growing customer demand without adding headcount.
  • Consistent, Accurate Responses – Structured knowledge articles improve reliability and ensure customers receive clear, accurate information every time.
  • Enhanced Customer Experience – Always-on 24/7 support, faster first-touch resolution, and personalized interactions build customer trust and loyalty.
  • Future-Ready Growth – A phased rollout ensures seamless expansion into new categories and deeper CRM integration, reinforcing CurrencyFair’s position as an innovation leader in customer-first financial services.