Sokin — AI Support Agent

The Challenge

Sokin is a global business banking and payments platform that helps companies send, receive, and manage money across 170+ countries. As their corporate client base grew, so did the volume of onboarding queries — compliance questions, KYC documentation requirements, product capabilities, pricing clarifications — all handled manually by a support team that couldn't scale fast enough.

Every delayed response was a potential lost deal. Corporate clients evaluating cross-border payment platforms expect fast, knowledgeable answers. And in a regulated financial services environment, those answers need to be accurate and compliant — not generic chatbot responses.

Sokin needed an AI agent that could handle the first line of support intelligently: answering complex onboarding questions, guiding prospects through the pipeline, and escalating to human agents only when truly necessary.

The Solution

We built an AI-powered support agent designed specifically for the financial services onboarding context:

• Conversational onboarding assistant — the agent guides corporate prospects through Sokin's onboarding journey, answering questions about compliance requirements, supported currencies, integration options, and account setup
• Intelligent escalation — rather than attempting to handle everything, the agent recognizes when a query needs human expertise and creates structured support tickets with full conversation context, so the team picks up without asking the client to repeat themselves
• Domain-trained AI — the model was trained on Sokin's specific product documentation, compliance requirements, and regulatory framework, ensuring responses are accurate for financial services rather than generic
• Continuous learning pipeline — conversation analytics feed back into the model, improving accuracy and expanding the range of queries handled autonomously over time

The key design decision was treating this as a sales-aware support agent, not just a deflection tool. The agent doesn't just answer questions — it actively moves prospects through the onboarding funnel.

The Results

The AI agent now handles the majority of first-line support interactions without human intervention, freeing Sokin's team to focus on complex cases while ensuring prospects get instant, accurate responses around the clock.

The impact on conversion was significant — Sokin saw a measurable increase in lead-to-deal conversion rates after deploying the agent, as prospects moved through onboarding faster with fewer drop-offs caused by response delays.

This project demonstrates what happens when AI support is built with domain expertise rather than bolted on as a generic chatbot. The combination of financial services knowledge, intelligent escalation, and sales-aware conversation design turned a support cost center into a conversion driver.