Mei Chen runs Customer Success at Flux & Co., a Singapore-based fintech extending working-capital loans to SMBs across Southeast Asia. When Flux expanded into Vietnam, Thailand, and Indonesia in early 2026, the projected support cost for three new languages was supposed to break the budget. AIVA handled it for ₹9,999 a month.
AIVA was the only thing in our stack that didn't need a localization project. We pointed it at our docs and shipped. By the time legal had reviewed our Vietnam terms, support was already live.
The challenge
Flux raised their Series A in late 2025 with a simple plan: take the working-capital lending product they'd validated in Singapore and Malaysia and ship it to Vietnam, Thailand, and Indonesia within six months. The product was ready. The compliance work was on track. The translations of the loan agreements were in motion.
The problem was support. Borrowers in Hanoi don't read English. Neither do borrowers in Bangkok or Jakarta. Flux's existing support team — six humans in Singapore — could handle Mandarin and English, but building a Vietnamese, Thai, and Indonesian support function meant hiring local agents, training them on a complex lending product, building knowledge bases in three languages, and running 24/7 coverage across four time zones.
The cost projections came in at SGD 480,000/year. That was the rough number that made Mei walk into the next leadership meeting and say “we need a different approach.”
Hiring plan called for 9 new agents across three new markets — recruitment + training would take 4 months minimum.
Knowledge base translation quoted at SGD 35,000 per language — and would need ongoing maintenance.
First-year support cost projection: SGD 480k. Roughly 12% of their Series A.
Even with all that, 24/7 coverage was uncertain. Local hires didn't want night shifts.
The setup
Mei had heard about AIVA from another founder at a Singapore meetup. She mentioned multilingual support in passing — that AIVA didn't translate, it spoke natively — and Mei mentally filed it as a “maybe one day” possibility.
Two weeks before the Vietnam launch, she remembered. She signed up for a trial on a Tuesday afternoon. Within an hour, she'd pointed AIVA at Flux's existing English documentation, configured an escalation rule for any conversation containing the words “complaint”, “regulator”, or “lawsuit”, and was running test conversations in Vietnamese.
The Vietnamese responses were better than the English ones. Mei still doesn't entirely know why. She suspects it's because AIVA doesn't carry Flux's marketing tone into the Vietnamese — it just answers the question, plainly, in good Vietnamese. Customers seemed to prefer it.
Tuesday afternoon: trial signup. Wednesday: the team wired up three integrations for loan-status lookups, repayment scheduling, and KYC document upload reminders. Thursday: legal review. Friday: Flux launched support in Vietnam, Thailand, and Indonesia simultaneously, all driven by AIVA. The hiring plan was paused.
The outcomes
We were going to spend half a million Singapore dollars hiring a multilingual support team. Instead we spent ten thousand a month and shipped a better experience than the one we'd have built. I keep waiting to find the catch.
— Mei Chen, VP Customer Success, Flux & Co.
Cut wait time by 84% without growing the support team.
Handles 12k patient calls a month, autonomously.
One number, 40 languages, every customer feels heard.