Hanoi, Vietnam – GoTyme has built a generative AI-powered Root Cause Analysis (RCA) solution on Amazon Web Services (AWS), extending its existing use of the cloud provider to automate how it investigates banking incidents.
The multi-country digital banking group announced the tool on 29 September 2026 in Hanoi, Vietnam. It says the solution cut median root cause identification time from 34.5 minutes to 10 minutes in tests.
GoTymeX, the group’s Product and Technology Development Hub, developed the solution using AWS DevOps Agent. GoTyme tested it against incident samples collected over six months.
The company says its prior reliance on AWS shaped the decision. Hieu Ta, Director of Engineering at GoTymeX, described the build as a natural extension of that relationship.
“Our customers depend on us for their daily banking needs, and every minute of delayed diagnosis is a minute they may not be able to access their accounts. We already build on AWS, so developing our Root Cause Analysis (RCA) solution with AWS DevOps Agent was straightforward,” Ta said.
“RCA now starts investigating the moment an alarm is triggered, and incidents are diagnosed within 10 minutes. That means fewer disruptions for our customers, less escalations across teams, and more time for our engineers to add value by building, not searching,” Ta continued.
The solution works by gathering and correlating signals across GoTyme’s environment as soon as it detects a problem. Those signals include metrics, logs, traces, deployments, infrastructure health, network telemetry and application performance data.
From there, the AI agent identifies the most likely root cause and supplies supporting evidence. GoTyme says it operates across more than 100 AWS accounts and 3,000 microservices.
In one test, the tool traced an incident through multiple services and accounts to a locked database query four steps removed from the original alert. GoTyme says standalone monitoring had missed this root cause, and the tool went on to offer an evidence-based remediation.
The company credits the solution with 3.5 times faster service recovery, lower operational overhead and reduced customer impact. It has not published the underlying test data.
Root cause identification, in this case, measures the time from when an incident triggers an alert to when the system surfaces the first possible root cause.
The tool addresses a gap in GoTyme’s earlier setup. The company says its original monitoring tools detected problems quickly but could not pinpoint where they started.
Engineers typically spent the first 30 minutes of each incident gathering data manually, correlating logs, checking deployments and ruling out external systems. Meanwhile, unrelated teams across countries were drawn into escalations, which added to alert fatigue and led to unnecessary infrastructure costs.
The stakes are significant given GoTyme’s footprint. The group serves more than 22 million customers across South Africa, the Philippines, Indonesia and Hong Kong, and its infrastructure integrates with more than 10 external partners.
A single failure can trigger hundreds of alerts, the company says, and an incident can cascade across countries before engineers identify its cause. The release also cites an unsourced industry estimate that high-impact IT outages cost financial services firms an average of $1.8 million per hour.
Human oversight remains in place throughout, according to GoTyme. The AI investigates, correlates and advises, but engineers review, validate and approve every action, and no changes reach production systems without explicit human authorisation.
AWS also commented on the project. Eric Yeo, Country General Manager for Vietnam of AWS, said the work reflects a broader regional shift.
“Across Southeast Asia, engineering teams are proving that AI-powered operations can transform how companies manage complex, multi-country infrastructure at scale. GoTymeX exemplifies this shift.” Yeo explained.
“Their engineers built a root cause analysis solution that cut incident resolution times dramatically, directly protecting millions of customers. That is the kind of measurable, customer-first innovation we see when builders have the right tools and the autonomy to use them,” concluded Yeo.
GoTymeX has grown since 2016 to more than 900 engineers, designers and technology specialists based in Vietnam. The team builds the digital banking platforms that serve GoTyme’s customers across its markets.
GoTyme describes the RCA solution as a step towards AI-assisted operations that improve reliability and customer experience at scale. It also positions the tool as a repeatable approach for diagnosing failures across complex distributed systems.
