Developed in partnership with Ada, MoneyHero Limited launched an AI Agent with a singular focus on enhancing customer experience and optimising operational efficiency. The AI agent automates the resolution of customer inquiries through real-time interaction, significantly reducing response time for a seamless and valued customer experience.
Rohith Murthy, CEO of MoneyHero, said: “With this AI Agent, we’re making it easier for customers to get quick resolution while alleviating the workload on our customer service team. This is a strong step in our AI-first strategy, and we look forward to expanding automation across more areas of our business.”
AI-powered solution
Leveraging advanced AI technology, including natural language processing (NLP) and machine learning, the AI agent aims to provide accurate and instant responses to customer queries.
By automating with the AI agent, MoneyHero projects a substantial reduction in customer service requests, potentially by at least 50%. This efficiency gain is expected to lead to significant annual cost savings of USD 100,000.
By automating routine inquiries, MoneyHero reduces the need for manual customer service, which handles over 35,000 monthly inquiries. The AI agent enables MoneyHero to scale its customer service operations with significant cost savings.
“MoneyHero is demonstrating how AI is elevating customer experiences in financial services,” said Mike Murchison, CEO at Ada. “Through our partnership, MoneyHero is scaling personalised support and continuously improving the quality of customer interactions.”
Looking ahead
The 2nd quarter of 2025 sees additional capabilities of the AI Agent, such as real-time updates on cashback, welcome gifts, and promotional rewards as they become available.
The new customer service support channel is now live in Singapore, with plans for rollouts in other markets, including Hong Kong, the Philippines, and Taiwan, in the coming months.
