𝗔 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗥𝗲𝘃𝗶𝗲𝘄 𝗹𝗶𝗸𝗲 𝗻𝗼 𝗼𝘁𝗵𝗲𝗿 𝘞𝘩𝘢𝘵 𝘬𝘪𝘯𝘥 𝘰𝘧 𝘴𝘦𝘳𝘷𝘪𝘤𝘦 𝘸𝘰𝘶𝘭𝘥 𝘐 𝘦𝘹𝘱𝘦𝘤𝘵 𝘧𝘳𝘰𝘮 𝘢 𝘣𝘢𝘯𝘬 𝘵𝘩𝘢𝘵 𝘵𝘳𝘶𝘭𝘺 𝘶𝘯𝘥𝘦𝘳𝘴𝘵𝘢𝘯𝘥𝘴 𝘮𝘦?That question shaped not just our products — it shaped our mindset. When you can build from a blank canvas - you don’t just follow the rulebook, you rewrite it. Fast forward to one year, our talented teams from Data Science, Product, Engineering and Customer Experience developed AiNi - our proudly Malaysian-born, human-inspired GenAI chatbot. Built with the vision that one day we'd serve 𝘮𝘪𝘭𝘭𝘪𝘰𝘯𝘴, AiNi currently understands the nuances when our customers type in Manglish and respond in seconds. While human interaction remains at the heart of our service, AiNi serves as an intelligent frontline that optimises query handling through automation and natural language processing. By triaging and resolving routine requests, AiNi enables our CE team to focus on more complex issues that require human judgement and empathy. This hybrid model not only enhances operational efficiency but ensures every GXBank customer receives timely, consistent, and thoughtful support. AiNi officially joined our “payroll” in February and is proving to be an MVP. With the chat function being the most popular choice for customers, she has improved the team’s efficiency by almost 40%. Efficiency? Boosted. Customer satisfaction? Multiplied. And yes, we're still debating AiNi’s pay grade. But here’s the real game-changer: AiNi isn’t just solving problems — she’s shaping how we build a better and inclusive banking experience. The insights from every chat is channelled back into our service roadmap, because our goal is simple: A future where banking is so seamless, customers will be empowered to self-serve conveniently, while we continue to deliver meaningful financial solutions for the everyday customers. Until then, AiNi’s got both our backs - assisting our customers while simultaneously helping us understand them better, so we can build with purpose. #GXBankAi #CustomerExperience #DataScience #GXBAiNi #GXBank Sarah Malini Farhan Ahmad Nurzi Aishah Salleh Joon Jian Wong Bee Teng Lim Bin Xuan Kong Ziyun Tan Shyh-Yih Yew Najmi J.
