MoneyHero Limited, a prominent personal finance and digital insurance platform in Greater Southeast Asia, has introduced an AI agent to revolutionise its customer service operations. Developed in collaboration with Ada, a leader in AI customer service, the AI agent is now operational in Singapore, with plans to expand to Hong Kong, the Philippines, and Taiwan in the coming months.
The AI agent employs advanced technologies such as natural language processing and machine learning to provide instant and accurate responses to customer enquiries. This innovation is expected to reduce customer service requests by at least 50%, resulting in estimated annual cost savings of $100,000. Currently, MoneyHero’s customer service team manages over 35,000 enquiries monthly, with a significant portion related to reward fulfilment.
By automating routine enquiries, MoneyHero aims to enhance operational efficiency and maintain high standards of customer service without increasing costs. This initiative is part of the company’s broader strategy to leverage AI for improving digital customer experiences and service quality.
Rohith Murthy, CEO of MoneyHero, stated, “As we continue to scale, AI-driven automation is key to improving operational efficiency and customer experience. With this AI agent, we’re making it easier for customers to get quick resolution whilst alleviating the workload on our customer service team.”
Mike Murchison, CEO of Ada, added, “Through our partnership, MoneyHero is scaling personalised support and continuously improving the quality of customer interactions.” This development marks a significant step in MoneyHero’s AI-first strategy, with further automation planned across more business areas.
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