CapTrader automates over 90% of requests with AI Agents
Around 1.2 million securities, more than 160 exchanges, a 65-person team in Düsseldorf, and one clear principle: behind every request there is a real person.
With over 14 years of market experience, how does a German online broker pull off this balancing act? CapTrader shows the way. Today, over 90% of customer requests are processed automatically without replacing a single team member.
Who is CapTrader?
As a partner of one of the world’s largest brokers, CapTrader provides access to global capital markets. What sets the company apart from the competition is not primarily the breadth of its product range, but the quality of its support. “Good customer service is like an insurance policy,” says Konstantinos Chialkas, responsible for system administration and training at the company, describing the internal philosophy. That same conviction also shaped the decision to work with Lime Connect.
The starting point: well-intentioned, but not scalable
When CapTrader set out in 2019 to professionalize its digital customer communication, the homepage featured a generic chat provider. “It looked like Windows 98,” Chialkas recalls.
The first step was to introduce Userlike (now Lime Connect) as a chat platform. Next, we connected a classic, rule-based, FAQ-driven chatbot. The team manually maintained nearly 700 questions and their corresponding answers, including different phrasings and keywords, via copy-and-paste. There was no import tool back then.
The system worked, but maintenance became a real burden. Every new product, every URL change, and every new tutorial path required manual updates. For each and every one of those 700 entries.
“It really was an enormous amount of work,” says the system administrator. “We are constantly expanding our product range. That means that out of the 700 questions that touch on the topic in some way, you have to update every single one the moment something new comes along.”
The turning point: Connect AI instead of FAQ maintenance
With the switch to Connect AI fundamentally changed the underlying logic. Rather than being fed questions, the AI agent now learns independently from website content, documentation, and connected systems. When a link changes or a new product is added, the agent retrieves the latest information directly from the source.
For CapTrader, that meant:
- No more manual FAQ maintenance. Rather than managing 700 entries, the team maintains its own knowledge base and keeps it up to date automatically.
- 24/7 availability. CapTrader’s support team is available from 8 a.m. to 8 p.m. The AI Agent collects all requests outside of these hours and triggers callback workflows when necessary, ensuring that the team knows exactly who to contact first thing in the morning.
- Intelligent routing. As soon as a request calls for human expertise, the agent hands it directly to the right operator, so customers neither wait in a ticket queue nor get bounced between departments.
- Multilingual conversations. As early as 2019, Konstantinos Chialkas was fascinated by one moment: a customer chatted in Greek, he saw the message in German, he replied in German, and the customer received the answer in Greek. It happened in real time with no effort involved.
- A conversational style instead of rigid answers. The agent asks follow-up questions when the answer requires more context. For example, the agent may ask which platform the customer is using before providing a step-by-step guide.
The Lime Connect chat is very helpful in our day-to-day business, especially when answering specific customer questions. Fast, simple communication takes pressure off our team and contributes to a better user experience. Additionally, Connect AI quickly provides relevant responses to user questions based on our content. This means that many recurring requests can be easily and quickly resolved.
Konstantinos Chalkias
System Administration & Education
CapTrader
The result: 98% automation with no loss of service quality
This number does not indicate that teams are shrinking. Rather, it shows that employees now have more time for tasks that require human input: complex issues, personal conversations, and decisions that require experience and intuition.
“With us, real people actually pick up the phone, and they’re the same ones who answer emails,” emphasizes Konstantinos Chialkas. The AI Agent does not replace this attitude. Rather, it is the infrastructure that enables us to uphold that standard as volume grows.
Internally, the daily routine has changed too: employees now use the chat as a central source of knowledge. New colleagues and trainees get answers to their questions directly in the chat, complete with relevant sources and information. Instead of long research sessions, they find the right content faster. Onboarding training sessions that used to be scheduled regularly are now rarely needed.
What CapTrader says in hindsight
He was convinced not just by the product, but also by the way the partnership is run. “You’re more the type to come to me and say, ‘ ‘I’m still waiting for your answer. Is this moving forward or not?’ It’s the opposite of a ticket system with a three-week wait time.
I rarely advertise for anyone else. However, I can genuinely say that I stand behind this. It’s a great piece of software. It works!
Konstantinos Chalkias
System Administration & Education
CapTrader
Seven years after its launch, CapTrader is already looking ahead to the next steps: deeper CRM integrations, additional API connections, and new automation capabilities. The focus is on one thing above all else: a platform that grows along with the company’s needs. “When I look back on the last seven years and imagine what the next seven years will bring,” says Konstantinos Chialkas, “I’m very, very excited about it.”