In today’s fast-paced digital economy, the AI agent in the financial industry is no longer a futuristic concept—it’s a critical driver of operational efficiency and business growth. For GoTo Financial, a leading fintech provider in Southeast Asia, the need to streamline high-volume customer interactions led to the strategic adoption of AI-powered voice bots.
By partnering with WIZ.AI, GoTo Financial successfully scaled to 7 million monthly calls and achieved a 40% reduction in operational costs, setting a benchmark for AI-driven efficiency in the financial sector.
The Role of AI Agents in Financial Industry Operations
As part of the GoTo Group—alongside Gojek and Tokopedia—GoTo Financial offers comprehensive digital financial services aimed at boosting financial inclusion across Southeast Asia.
However, manual debt collection processes were proving costly and inefficient. The company needed a solution that could manage high call volumes, personalize customer outreach, and maintain cost-efficiency. The goals perfectly suited for an AI agent in the financial industry.
Challenges of Manual Debt Collection in the Financial Sector
Before adopting automation, GoTo Financial faced several operational challenges common in the financial industry:
- High labor costs due to manual call handling
- Inefficient customer segmentation
- Limited scalability in outreach efforts
These limitations underscored the need for an intelligent, scalable AI-powered voice solution.
AI-Powered Voice Bot: The Solution to Financial Industry Challenges
To address these pain points, GoTo Financial implemented WIZ.AI’s AI-powered voice bot, an advanced AI agentdesigned for the financial industry. This solution offered:
The deployment of WIZ.AI Talkbot, a cutting-edge AI-powered voice solution, enabled:
- Automated, scalable voice interactions
- Intelligent segmentation based on customer profiles
- Seamless integration into existing financial workflows
The results were transformative:
- 7 million calls per month handled efficiently
- 40% reduction in operational costs
- Increased debt recovery rates with personalized outreach
Why AI Agents are Essential in the Financial Industry
Beyond cost savings, the implementation of AI agents in the financial industry enables:
- 24/7 customer engagement
- Consistent, high-quality interactions
- Data-driven personalization
- Reduced workload for human agents
“WIZ.AI’s performance is top-notch, providing nearly 24/7 uptime with an exceptionally minimal SLA response time, ensuring seamless and reliable operations.”
This operational resilience is crucial for financial institutions aiming to scale efficiently while maintaining service excellence.
The Future of AI Agents and Generative AI in Financial Services
Following the success of its AI-powered voice assistant, GoTo Financial is exploring broader applications of Generative AI and Agentic AI to enhance omnichannel customer engagement. Future initiatives will focus on:
- Expanding AI-driven communication to messaging and chat platforms
- Utilizing Generative AI to personalize scripts dynamically
- Leveraging real-time insights for proactive customer outreach
This forward-thinking approach ensures GoTo Financial remains at the forefront of artificial intelligence innovation in the financial industry.
Key Takeaways: AI Agents Transforming the Financial Industry
GoTo Financial’s journey demonstrates the tangible benefits of adopting AI agents in the financial industry:
- Scalable, automated customer interactions
- Significant operational cost reductions
- Enhanced customer experience through personalization
- Improved business resilience and agility
Ready to Leverage AI Agents for Your Financial Business?
Discover how WIZ.AI’s AI-powered voice solutions can help your organization scale operations, reduce costs, and elevate customer engagement in the financial industry.
Contact WIZ.AI to get started.