PETALING JAYA: Imagine asking your bank to pay your bill, open an account or help resolve a query, and instead of simply telling you what to do, an artificial intelligence (AI) agent completes the task on your behalf.
Bringing these capabilities to everyday banking, Boost, the regional fintech leader and digital bank, has enhanced Boba AI, its agentic AI platform that enables customers to complete everyday banking tasks across the Boost app and Boost Bank app through simple chat and voice interactions.
Whether it is opening a Boost Bank account, completing onboarding and eKYC, paying bills directly within a chat or resolving customer enquiries through voice, Boba AI is designed to do more than provide information. It helps customers get things done, reducing the need to navigate multiple screens, wait for assistance or manually complete routine banking processes, all while creating a faster and more seamless banking journey.
“Artificial intelligence is moving beyond simply answering questions to actually getting work done. That’s the shift we’re driving with Boba AI. Rather than asking customers to navigate multiple screens or complete routine processes themselves, our agentic AI can now execute everyday banking tasks such as onboarding new accounts, completing bill payments and resolving customer enquiries directly within the experience.
“As one of the early adopters of agentic AI capabilities in Malaysia’s digital financial services sector, we’re continuing to expand what these AI agents can do, making banking increasingly simpler, faster and more intuitive for our customers,” said Boost Group CEO Sheyantha Abeykoon.
One of the latest capabilities is Boba Voice, Boost Bank’s 24/7 AI-powered voice service available through the Boost Bank hotline. Designed to understand customer intent and resolve enquiries autonomously, Boba Voice has successfully handled 90% of incoming customer enquiries since its introduction in May, with more than 80% resolved during the first interaction without requiring escalation to a human agent. Waiting times have been reduced to as little as three seconds, enabling customers to receive assistance almost instantly, round the clock.
The broader adoption of Boba AI also reflects growing customer acceptance of agentic AI experiences. Since January, more than 30,000 customers have interacted with Boba AI across the Boost app, generating close to 100,000 requests as customers increasingly use AI to manage everyday financial needs.
Boost continues to expand Boba AI across its ecosystem. Customers can already access multilingual AI support across both the Boost app and Boost Bank app, with future enhancements focused on enabling AI agents to undertake an even broader range of financial tasks on behalf of customers.
Beyond customer support, Boba AI enables users to complete key banking tasks directly within the chat experience. Customers can onboard to both the Boost app and embedded banking services with guided registration and eKYC, while bill payments can be completed seamlessly by retrieving real-time outstanding balances and enabling payment within the same conversation.
As part of the rollout, customers can earn more than 1,000 Boost Stars through selected Boba AI missions, including paying bills through Boba AI or opening a Boost Bank account. Rewards can be redeemed for vouchers, bill payments and more.
The same AI capabilities are helping Boost teams work more efficiently behind the scenes.
Employees across the organisation have access to a secure, centralised AI platform that brings together multiple AI tools to automate routine tasks, improve productivity and support faster decision-making across functions including marketing, operations and administration.
