Artificial Intelligence (AI) Customer Support

Meet HERMES: Mercury Iconex’s AI Assistant

Smart, accessible, and efficient support—whenever you need it.

At Mercury Iconex, we believe it is essential for users to have easy, 24/7 access to information and support. That is why we use HERMES, our AI-powered digital assistant, designed to help users with questions about our trading platform, our services, and the use of digital assets.

Whether you are a new user needing assistance with account creation, or an experienced trader looking for information about a specific transaction, HERMES is designed to guide you quickly to the right information and support.

HERMES combines advanced intelligence with the Mercury Iconex knowledge base and website to answer frequently asked questions, provide relevant guides, and assist users in finding solutions.

1. What is HERMES?

HERMES is the AI-powered chatbot from Mercury Iconex, serving as the primary digital point of contact for our users.

Through the chat feature, you can ask questions about topics such as:

Creating and securing your Mercury Iconex account.
Email verification and identity verification (KYC).
Depositing, receiving, sending, and withdrawing digital assets.
Buying, selling, and trading cryptocurrencies.
Using wallets and conversion features.
Transactions, fees, and trading options.
General questions about cryptocurrency and blockchain technology.

HERMES uses available knowledge and information to answer your questions and, where applicable, directs you to the relevant guides within our Mercury Iconex Academy.

2. Why AI-powered support?

The world of digital assets is constantly evolving. Accordingly, users require accessible support, regardless of the time or their level of experience. With HERMES, we aim to improve the accessibility of our customer service and reduce the time it takes to find answers to frequently asked questions.

This offers several benefits:

2.1 24/7 Availability

HERMES is designed to be available day and night. This means you can ask questions and request information outside of regular business hours.

2.2 Quick Answers

Instead of having to search extensively for information yourself, you can ask your question directly to HERMES. The chatbot will help you find relevant answers and knowledge base articles.

2.3 Multilingual Support

HERMES can assist users in multiple languages. This makes it easier for users who are not familiar with English financial or technical terminology to obtain information.

2.4 Accessible Guidance

Whether you are new to cryptocurrency or already experienced with digital assets, you can ask your questions in plain language. HERMES is designed to make technical topics easier to understand.

2.5 Assistance in Finding Solutions

If you encounter an issue, you can describe what is happening to HERMES. The chatbot can then provide relevant information, potential solutions, and corresponding guides.

In cases where a question requires further assessment, additional support from the Mercury Iconex Support Team may be necessary.

3. What can HERMES do for you?

HERMES has been developed to assist users with various aspects of the Mercury Iconex platform.

Topic	How can HERMES help you?
Account Management	Information regarding registration, email verification, and account usage.
Account Security	Explanations concerning passwords, 2FA, and how to identify suspicious activity.
KYC Verification	Information about identity verification and the associated verification process.
Wallet Management	Explanations on how to receive, deposit, send, and withdraw digital assets.
Cryptocurrency Trading	Information regarding trading pairs, buy and sell orders, and conversions.
Transactions	General information about transaction statuses, processing, and potential delays.
Fees and Charges	Details regarding applicable platform fees and transaction costs.
Cryptocurrency and Blockchain	Explanations of digital assets, blockchain networks, and related concepts.

HERMES’s responses are based on available information. If a query relates to your personal account details, a specific transaction, or a technical issue that requires further investigation, additional support may be necessary.

4. How do you use HERMES?

You can access HERMES directly via the Mercury Iconex chat feature.

Step 1 – Open the chat feature

Visit the Mercury Iconex trading platform or the Mercury Iconex Academy.

On the trading platform, you will find the chat feature in the bottom-right corner of your screen.

Step 2 – Ask your question

Type your question into the chat window. For example, you could ask:

How do I create a Mercury Iconex account?
How do I enable 2FA?
How do I deposit USDT into my account?
How can I send cryptocurrency?
Where can I view my transactions?
Why am I unable to log in to my account?

Step 3 – Review the answer

HERMES will analyze your question and provide an answer based on the available information. Where relevant, the chatbot may direct you to a knowledge base article or a user guide.

Step 4 – Request further clarification if needed

Is the answer not entirely clear? Feel free to ask a follow-up question or rephrase your original question to be more specific.

This allows you to obtain more detailed information about the topic you wish to understand, step by step.

5. HERMES and human support

While AI can independently handle many common questions, not all situations are suitable for resolution solely by a chatbot.

Certain requests require human review, such as:

A complex technical issue.
A problem regarding a specific deposit or withdrawal.
Suspected unauthorized account access.
A query concerning a blocked or delayed transaction.
A request that requires additional account verification. In such cases, further assessment by the Mercury Iconex Support Team may be required.

Important: While HERMES can provide information and guidance, an AI-generated response does not automatically mean that a transaction has been executed, an account issue has been resolved, or a change has been applied to your account.

6. Safe Use of AI Customer Support

When using HERMES, it is important to handle your personal and financial data with care.

Please keep the following safety rules in mind:

Never share your password.
Never share your 2FA verification codes.
Never share your private keys or seed phrase.
Do not provide unnecessary personal or financial information.
Verify important financial information before executing any transaction.

HERMES will never ask you to share your password, 2FA code, private key, or seed phrase.

Additionally, please be aware that AI systems may occasionally provide incomplete or incorrect information. Use these responses as a supplementary resource and verify critical information through official Mercury Iconex channels.

7. The Future Development of HERMES

At Mercury Iconex, we view super-intelligence as a key component of the future of digital financial services.

We are therefore committed to the ongoing development of HERMES, with the goal of making our support more accessible, informative, and efficient.

Our development ambitions include:

Expanding and improving the knowledge base.
Further optimizing multilingual support.
Enhancing the recognition of and responses to user inquiries.
Providing more targeted references to manuals and solutions. * Further integration of AI within Mercury Iconex’s customer service.

Our goal is to continuously bridge the gap between users, information, and support.

8. Chat with HERMES

Do you have a question, or are you unable to find specific information in our knowledge base?

HERMES is ready to assist you.

CHAT WITH HERMES HERE

You can also reach out to HERMES directly via the chat feature located in the bottom-right corner of the Mercury Iconex trading platform and the Mercury Iconex Academy.

Mercury Iconex – The One For All & All For One CEX.

Updated on: 03/11/2026

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