Trust Wallet, a mobile self-custody wallet, faced a challenge in providing efficient round-the-clock customer support due to its nature of not holding user funds. With users having complete control over their assets, and most information being available in the Help Center, their current support setup, mainly relying on email responses, faced limitations, especially with 24/7 availability.


The Trust Wallet’s goal was to offload low-value tickets so the team could focus on more complex issues and deflect simple issues that never end up as a ticket. To optimize support operations, the company wanted to introduce an AI-powered chatbot. They saw potential in leveraging GPT technology, recognizing that a significant portion of support tickets (60%) could be resolved quickly by referencing relevant Help Center articles.

The chatbot had two main objectives. Firstly, it would handle most queries by extracting answers from the Help Center, resulting in reduced response times. Second, for more complex issues requiring human attention, the chatbot served as an effective escalation tool, seamlessly transferring users to support agents and providing a summary of the ticket details.

The chatbot’s essential feature for Trust Wallet was to offer users the option to indicate whether their question was satisfactorily answered or if further assistance was needed. This ensured a personalized support experience for each user and higher satisfaction rates.