The project
As digital transaction volumes grew, customers needed faster, more intuitive assistance, particularly for high-frequency use cases like DuitNow transfers and general banking FAQs. To address this, our Client sought to enhance its flagship mobile banking app with AI capabilities.
About the Client
A leading Malaysian bank, the Client serves over 16 million customers across ASEAN markets in retail, commercial, and corporate sectors. The Client operates in a highly regulated market with strong expectations around trust, security, and clear communication — particularly for conversational and self-service channels.
The challenge
The Client faced a number of pain points, including but not limited to:
- High friction in DuitNow transactions
Customers frequently abandoned fund transfers due to multi-step navigation, manual input errors, and lack of real-time guidance within the app. - Heavy contact centre load
A large proportion of calls were routine inquiries (transfer help, transaction status, general FAQs) that could be handled digitally, driving up cost-per-interaction. - Limited self-service capability
The existing app experience lacked intelligent, contextual assistance, forcing customers to call in for issues that didn't require human intervention. - Scalability concerns
As digital banking adoption accelerated, the bank needed a solution that could absorb growing user demand without proportional increases in support headcount.
The solution
The bank partnered with UberFusion to embed a Generative AI-powered assistant directly into its mobile banking app focused on two core use cases: DuitNow transfer assistance and FAQ automation. Built on AWS Generative AI services within the bank's secure cloud landing zone, the solution delivers intelligent, conversational guidance during real transactions.
Key capabilities include:
AI-assisted DuitNow transfers
The assistant understands natural language requests (e.g., "transfer RM500 to Ali"), autonomously identifies transfer intent, extracts recipient and amount details, validates inputs, and guides the customer through completion, reducing errors and drop-offs.
Intelligent FAQ resolution
Retrieval-Augmented Generation (RAG) architecture using Amazon Bedrock Knowledge Base and Amazon OpenSearch delivers accurate, grounded answers to common banking questions eliminating the need to call the contact centre for routine queries.
Conversational AI engine
Powered by Amazon Bedrock with Anthropic Claude models for intent recognition, contextual understanding, and human-like response generation.
Enterprise-grade security
Deployed within the bank's AWS landing zone with full banking-grade controls WAF, AWS Firewall, Control Tower, Transit Gateway, KMS encryption, PrivateLink, and comprehensive audit logging.
Guardrails & responsible AI
Amazon Bedrock Guardrails and application Prompt enforce scope control (banking use cases only), filter sensitive data, prevent hallucination via RAG grounding, and ensure regulatory compliance.
The results
Measurable impact
Targeted to handle 10% of total user load through AI-assisted self-service
Projected reduction in contact centre call volume for DuitNow and FAQ-related inquiries, lowering cost-per-interaction and freeing agents for complex cases
Improved customer experience
Real-time, in-app guidance for DuitNow transfers fewer abandoned transactions, fewer input errors
Instant answers to FAQs without leaving the app or calling in
Natural, conversational interface aligned with modern mobile banking expectations
Reduced operational costs
AI deflection of routine queries directly reduces contact centre staffing pressure
Scalable architecture supports growing user base without proportional cost increase
Pay-as-you-use model (Bedrock, Lambda, Fargate) ensures costs align with actual demand
Scalable & future-ready
Architecture designed to expand beyond DuitNow and FAQ to additional banking use cases (payments, account services, product recommendations)
Knowledge base can be continuously updated without model retraining
Foundation for broader AI-driven transformation across the bank's ASEAN operations
Next steps
From AI-powered chatbots to intelligent systems, we can help augment your operations further via the implementation of Artificial Intelligence. Reach out to us today to discover how we can help your organisation.
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