Build a Cryptocurrency Customer Service AI Agent with Claude, Telegram & Hubspot

Updated on March 27, 2025

The global cryptocurrency market is booming, with over $2 trillion in market cap. It also helps that the market has been in a bull run for virtually all of 2025 and has given outsized returns to its investors. 

One of the reasons for this rise is how crypto policy has changed over the past few years. Earlier, cryptocurrency was traded in web3-native exchanges, and there were a few globally dominant players. More and more traditional financial institutions are entering the fray and creating stable money instruments around crypto. 

This is apparent globally, with the EU introducing the MiCA regulations that allow banks to form crypto exchanges and commercial banks in the US launching multiple ETFs around tokens like bitcoin. 

In real terms, this means that the 1500+ global cryptocurrency exchanges are locked into serious competition. As Anja Schuetz, a cryptocurrency educator and customer support consultant, says, “Developers and founders often perform support functions themselves on the side, impacting response times and communication style. Support tickets can be full of tech jargon without even a simple ‘hi’ or ‘goodbye.’”

So, customer support processes must be built into the cryptocurrency exchange foundation. 

To enable this, we’ve created a quick workflow that you can use to create an AI agent for your cryptocurrency exchange platform. Claude powers it, offers email and live chat support, and stores all the data in your Hubspot account. You can also enable Telegram and Whatsapp chats here to improve response times and help your customer groups on different messaging apps. 

So, let’s get started and build a chatbot. We’ll cover:

1. Creating an AI Agent for OKX

2. Integrating OKX Bot with Hubspot

3. Integrating OKX Bot with Telegram

4. Conclusion

Let’s Create An AI Agent for OKX

It doesn’t make sense to start small so we will build an AI agent for OKX, one of the largest crypto exchanges in the world. 

Pre-Requisites

• We’re going to use Kommunicate’s agentic platform as the backbone. So, sign up here.
• Collect all the related URLs and docs for your cryptocurrency exchange. We’ll use the OKX help documentation URLs.

1. Go to Kommunicate Dashboard

• Go to dashboard.kommunicate.io
• Click on the Bot Icon on the left-hand side.

2. Select Bot Integrations

• You’ll see the Manage Bots page if you have already created a chatbot with Kommunicate.
• In that case, click the Bot Integrations tab in the left-hand menu.

3. Choose Your AI Model

• Select the AI model you want to train your crypto support AI agent. We have Open AI, Gemini, and Anthropic models available.
• You can choose from Open AI, Gemini, and Anthropic. In this case, we’re selecting an Anthropic model.

4. Set the Parameters

• You can create a model with the Claude Sonnet or Claude Haiku models. For this customer service chatbot, we will select the Claude Sonnet model.
• Now, select the Maximum Token. This helps you determine how long the AI’s answer can be. 1000 is a standard output number, so we are keeping this number unchanged.
  If you’re working in an industry where the answers are information-dense, you can increase the number of tokens. However, you might incur additional AI costs.
• Select the Temperature. This is a metric that controls the creativity of your AI chatbot. We will select 0 because we don’t want creative answers in a search and recommendation chatbot. 
• Once you’ve selected your model, maximum tokens, and temperature, click Save and Proceed, and you will be taken to the next page.

5. Customize the Appearance

• Our Binance Bot needs to look great, so we will use an icon that matches the expectations. 
• Click on Save and Proceed to continue.

6. Enable Human + AI Workflow.

• We have a human handoff feature where the bot can push the chat to a particular human agent when the questions are too complex. 
• Click on Yes, enable this feature for the bot, and click on Finish bot setup.

You’re done. The bare-bones AI agent is now online. But, we’re going to train it and give it more information. 

7. Set Up a Welcome Message

• Write a message to greet your customers whenever they interact with the bot.
• Click on Train bot to finalize this change.

8. Let’s Teach Our OKX Bot about OKX.

We’re training this AI agent on the OKX support website. 

• We are training the bot on the OKX website.
• This will open the site’s sitemap.

• Select the Help and Support URLs from the website.
• Click on Train.
• Once the training is completed, you’ll see a notification saying Trained on the dashboard.

9. Creating a Fallback Option

• The bot might sometimes fail to answer a question despite our documents and trained answers.
• In this case, we will transfer the query to a human agent and send an intimation to the customer when that happens. We do this by Assigning based on Conversation Rules.

10. Test Your Chatbot

• As you can see, the OKX bot has learned about the platform’s security features. 
• It can now offer answers to repetitive questions.

Integrating OKX Bot with Hubspot

We use Zapier to connect Kommunicate with different apps. We’ve already created a Zap to simplify connecting Kommunicate with Hubspot. 

You use a free Zapier account, and this Zap allows you to create contacts on Hubspot directly. You can also use Hubspot as a service hub and create tickets directly on Hubspot. 

Integrating OKX Bot with Telegram

Finally, many cryptocurrency conversations happen on Telegram. It makes sense to build a Telegram bot directly connected to our OKX bot. Let’s get started –

1. In Telegram, search for @BotFather.

2. In the Botfather interface, type “/start.”

3. Select /newbot and start creating a new Telegram bot.

4. Add Your Bot Name and Username.

5. Copy the API Key Generated Under “Use this Token to access the HTTP API.”

6. Go Back to the Kommunicate Dashboard.

7. Navigate to Integrations on the Left-Hand Side.

8. Search for Telegram and Open the Telegram Dialog.

9. Enter the API Key You Got from the 5th Step into this Dialog.

10. Make sure that you are sending all conversations to the OKX Bot. You can find the option under Conversation Settings -> Rules.

11. Finally, your chatbot is online on both Hubspot and Telegram.

Now, you have an AI agent that can answer customer service questions. It’s integrated with Hubspot, where you can create tickets and contacts for your incoming messages. It’s also integrated with Telegram, where you can chat with customers and provide 24/7 support.

Conclusion

Customer support has become a crucial differentiator in the competitive cryptocurrency landscape. With over 1500 global cryptocurrency exchanges vying for market share in a $2 trillion industry, providing excellent customer service is no longer optional.

The AI-powered chatbot solution we’ve built for OKX demonstrates how exchanges can leverage modern technology to:

• Provide 24/7 automated support for common customer inquiries
• Seamlessly integrate with CRM systems like Hubspot to track customer interactions
• Extend support to popular messaging platforms like Telegram, where crypto communities thrive
• Maintain a professional communication style even for technical questions
• Ensure human agents can focus on complex issues while the AI handles routine queries

By implementing this solution, cryptocurrency exchanges can significantly improve customer experience, reduce support ticket resolution times, and build trust with their user base. This approach meets the current expectations of crypto users and prepares exchanges for the continued growth and mainstream adoption of cryptocurrencies.

Book a demo with us if you want to build a full-fledged customer service AI agent with the latest AI models!