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Digital colleague · live at Bitvavo
Vavo took the support queue — the questions that repeat in every language, the status checks, and the fraud-sensitive cases that have to be escalated carefully. It started on chat, moved onto email and Telegram, and answers most of it end to end, 24/7.
The digital colleague
Vavo joined Bitvavo's customer contact centre as the first point of contact — answering common crypto questions (“How do I verify my IBAN?”, “Why isn't my withdrawal showing?”), explaining statuses, and securely escalating complex or fraud-related cases to a human. From chat it grew onto email and Telegram, in six languages, around the clock. This is the record of what it does, what it has learned, and where it goes next.
The CV
The work behind the answer, told the way you would read a colleague’s record: where it started, what it solved, and the promotions it earned.
Skills applied
Hover a skill to see what it does and where Vavo puts it to work at Bitvavo.
Resolves customer questions from the knowledge base without a scripted decision tree, in the customer's language.
Takes the step in your systems — explaining a status, creating and summarising the Zendesk ticket, tracking the conversation.
Extracts and validates information from official documents through the conversation, for accuracy and compliance.
Knows when a person should step in — a complex case, or anything fraud-related — and hands over (live chat / WhatsApp) with a summarised ticket.
Performance
Figures are from the Bitvavo portal dashboard, monthly.
Connected systems
No re-platforming. Vavo reads from and writes to the systems the support team uses every day.
Industry insight · finance / crypto
Account, verification and withdrawal questions are high-volume, rules-based and arrive around the clock in every market. They read from a knowledge base or a document and end in a system action — exactly the work a digital colleague absorbs first — while fraud-sensitive cases are escalated to a human, safely. That frees the team for the volatile, high-stakes work.
See the fintech playbook →Put one on your queue
Tell us your busiest queue. We'll map it to a supervised pilot on one channel, the way Vavo started at Bitvavo.