VirgoCX, one of Canada’s leading crypto exchanges, built its reputation on security, compliance, and user trust. With a growing retail and institutional customer base, the company needed a way to deliver instant, reliable support while keeping operational costs in check. To meet these goals, VirgoCX partnered with Solvea to implement an AI-powered support system designed to automate routine inquiries and streamline workflows.
In June 2024, VirgoCX integrated Solvea’s AI agent across its support channels. The AI agent processes messages in real time, resolving common account and trading inquiries, while routing more complex issues to human agents with all necessary context. The onboarding process was simple, and the Solvea team provided ongoing optimization support.
By combining intelligent automation with a centralized ticketing approach, VirgoCX ensured that over 90% of customer messages were addressed by AI within one minute. The support team could focus on high-value tasks such as resolving compliance-related issues and handling escalations.
“At VirgoCX, safeguarding our users while delivering seamless customer experiences is core to our mission. Partnering with Solvea has enabled us to enhance both. Their automated AI agent and intelligent workflows have significantly reduced response times and improved service consistency while meeting our rigorous security and compliance standards. We’re excited to work with a partner that understands the intersection of AI efficiency and data integrity.” — Will Chen, Chief Information Security Officer, VirgoCX
