Singapore – MoneyHero, a personal finance aggregation and comparison platform, has recently announced the launch of a new AI agent for customer service designed to transform customer experience and enhance operational efficiency.
As per the firm, the solution is developed alongside its latest collaboration with AI customer service company Ada, with capabilities including AI agent automation of MoneyHero’s customer enquiries. Said real-time interaction significantly reduces customer service response time and facilitates a seamless customer experience.
Moreover, the new customer service support utilises advanced AI technology like natural language processing (NLP) and machine learning, offering accurate and instant responses. This will be launched in Q2 2025, aiming to further deliver real-time information on cashback, welcome gifts, and promotional rewards.
By automating responses to frequent questions, the company can also optimise operations, scale with ease, and elevate the customer experience.
Presently, MoneyHero receives over 35,000 customer enquiries per month, with reward fulfilment being a major driver. Through automation, MoneyHero expects to cut these requests by at least 50%, resulting in projected annual savings of US$100,000.
Its automation of routine enquiries reduces reliance on manual customer service, driving cost savings while ensuring high-quality support. This AI-powered solution allows the company to expand customer service operations efficiently, fostering sustainable business growth.
Rohith Murthy, CEO at MoneyHero, remarked, “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,” he added.
Mike Murchison, CEO at Ada, also commented, “MoneyHero is demonstrating how AI is elevating customer experiences in financial services. Through our partnership, MoneyHero is scaling personalised 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,” shared Murchison.
As part of its broader AI strategy, MoneyHero aims to improve digital customer experiences, streamline service quality, and lower costs.
Now available in Singapore, the new customer service support is set to be rolled out in other markets like Hong Kong, the Philippines, and Taiwan in the coming months.
