MoneyHero Limited , a leading personal finance aggregation and comparison platform in Greater Southeast Asia, has launched an AI Agent for customer service, aiming to transform customer experience while driving operational efficiency.
The new customer service support channel is now live in Singapore, with rollouts planned in other markets, including Hong Kong, the Philippines, and Taiwan, in the coming months.
Developed in partnership with Ada, a global leader in AI customer service, the AI Agent automates resolution of MoneyHero’s customer inquiries. This real-time interaction significantly reduces customer service response time and fosters a seamless customer experience.
Enhancing Customer Service Efficiency with AI
The customer service AI Agent leverages advanced AI technology, including natural language processing (NLP) and machine learning, to provide accurate and instant responses. Starting in Q2 2025, the AI Agent will also provide real-time updates on cashback, welcome gifts, and promotional rewards as they become available.
By delivering quick answers to common inquiries, this AI-driven approach enables the Company to optimize resources and scale efficiently, while enhancing the overall customer experience.
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Today, it’s customer service team handles over 35,000 inquiries per month, with a significant portion related to reward fulfillment. By automating responses to these common inquiries, MoneyHero expects to reduce customer service requests by at least 50%, leading to estimated annual cost savings of USD 100,000.
Driving Cost Savings and Operational Efficiency
By automating routine inquiries, MoneyHero is reducing the need for manual customer service, leading to greater cost efficiency while upholding a high standard of customer service support.
This AI-powered approach allows the Company to scale its customer service operations without a proportional increase in costs, laying a solid foundation for sustainable business growth and profitability. This initiative is part of MoneyHero’s broader strategy to leverage AI to enhance digital customer experiences, improve service quality, and reduce overall costs.
Rohith Murthy, CEO of MoneyHero, said: “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 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.”
Mike Murchison, CEO at Ada said, “MoneyHero is demonstrating how AI is elevating customer experiences in financial services, Through our partnership, MoneyHero is scaling personalized support and continuously improving the quality of customer interactions. Ada’s platform is built precisely for this—empowering businesses like MoneyHero to deliver extraordinary customer experiences that get better with every conversation.”
About MoneyHero Group
MoneyHero Limited is a market leader in the online personal finance and digital insurance aggregation and comparison sector in Greater Southeast Asia. The Company operates in Singapore, Hong Kong, Taiwan and the Philippines. Its brand portfolio includes B2C platforms MoneyHero, SingSaver, Money101, Moneymax and Seedly, as well as the B2B platform Creatory.
