Customer service in the digital age is a paradox. People expect instant answers, but they also want human ones. Speed, but not at the cost of warmth. Accuracy, without losing empathy. At CurrencyFair, we’ve built our name on getting that balance right. And now, we’re dialling it up.
We’ve just expanded our relationship with Salesforce — a trusted tech partner of ours for over a decade — by introducing Agentforce, Salesforce’s digital labour platform. It’s not just a new tool. It’s a new way of thinking about how people and AI can work side-by-side to serve our customers even better.
We’re not replacing humans. We’re enhancing them.
Agentforce will handle those repetitive, routine queries that tend to clog up the queue:
Useful questions. Important questions. But questions that don’t require a human every time.
By using a smart, AI-powered agent to tackle these tasks, our expert support team is freed up to focus on the stuff that really needs their brains and hearts. Complex cases. Edge scenarios. High-stakes situations where a little empathy goes a long way.
And the best part? Agentforce works 24/7, with typical response times under 60 seconds.
Faster answers. Fewer delays. Happier customers.
As we grow — more customers, more currencies, more countries — the pressure on our service team grows too.
We manage over 100,000 customer interactions every year. That’s a lot of conversations, across a lot of time zones, with people who are often under time pressure themselves.
Delays aren’t just inconvenient. They can be costly. That’s not acceptable to us. So we’re doing something about it.
We expect our new AI agent to handle around 10% of all incoming requests instantly, accurately, and without the need to escalate. That means more capacity, more speed, and ultimately, more peace of mind for our customers.
CurrencyFair, as always, remains committed to data privacy and security, and while routine queries may be handled by automated systems, more complex or sensitive matters are always managed by our human team.
“At CurrencyFair, exceptional customer support isn’t just a priority — it’s the cornerstone of everything we do.
Our customers rely on our team’s speed, expertise, and dedication. That’s why delivering timely, insightful solutions is central to our business strategy.”
“As we scale, Salesforce’s powerful technology enables us to maintain this high standard while deepening the personalised care our customers value most.”
Niamh McArdle, Head of Ireland SMB Sales at Salesforce, captured it perfectly:
“With Agentforce, CurrencyFair is embracing the future of customer service — where digital labour and human agents collaborate to deliver seamless, high-quality support.”
“Agentic AI is a breakthrough, but it’s grounded in the fundamentals of customer success: privacy, trust, and transparency.”
We couldn’t agree more.
We’ve always believed in the power of technology, but never as a substitute for the human touch. Instead, we use it as a force multiplier. Something that helps us do what we do best, only faster, smarter, and at scale.
So what does this mean for you, the customer?
Just like always — only better.
This is what the future of customer care looks like.
We’re proud to be building it. And even prouder that you’re with us for the journey.
Want to see how smart service feels in action? Sign up today and experience the CurrencyFair difference.