A prominent brokerage platform, serving a vast community of users, found itself grappling with an outdated system that no longer met modern expectations. Despite its extensive reach, the platform suffered from low user engagement and an over-reliance on human support, which strained resources and limited growth. Seeking a transformative solution, the brokerage firm partnered with Athena to overhaul its platform and deliver a cutting-edge user experience.

The brokerage platform faced several pressing issues:

• Dated Technology: An aging interface frustrated users, making account management cumbersome and unappealing.
  
• Limited Engagement: Users rarely interacted with the platform beyond basic transactions, reducing its value as a financial tool.
  
• Human Support Dependency: A high volume of manual support requests drove up costs and slowed down service, impacting scalability.
  

These obstacles threatened the platform’s ability to retain users and compete in an increasingly digital financial landscape.

Athena introduced three tailored solutions to modernize the platform:

• Comprehensive Financial Insights: By integrating external data sources—such as held-away accounts, debt, and credit scores—Athena enabled users to access a holistic view of their financial situation within a single interface.
  
• Branded Outbound Communication: Athena deployed personalized, client-branded messaging to reconnect with users, encouraging them to explore the platform’s features and updates.
  
• Agentic AI for Account Management: A custom agentic AI was developed to streamline account opening and funding. Users could now chat naturally with the AI, reducing not-in-good-order (NIGO) issues by 95% and simplifying the onboarding process.
  

These innovations modernized the platform while minimizing the need for human intervention.

Athena’s solutions delivered measurable improvements:

• Boosted Engagement: The holistic financial view and proactive communication increased user activity by 35%, with more users leveraging the platform’s tools regularly.
  
• Lowered Support Costs: The agentic AI managed 75% of account-related tasks, cutting support costs by over 50%.
  
• Industry-Leading AI: With its advanced agentic AI, the brokerage platform emerged as a pioneer in financial advice, setting a new standard for user-friendly account management.
  

These outcomes revitalized the platform, enhancing both customer satisfaction and operational efficiency.

“Partnering with Athena was a turning point for us. Their agentic AI and integrated solutions not only re-engaged our users but also slashed our support costs. We’re now leading the market with technology that truly stands out.”

– Michael Lee, Head of Operations