Generative AI Agent Boosts SeaMoney’s Conversion Rates by Up to 50%
In the fast-paced world of digital finance, SeaMoney has emerged as a leader in financial inclusion, offering a comprehensive suite of digital services. However, despite utilizing SMS and WhatsApp to reach users, adoption and activation rates of its offerings remained suboptimal. A key challenge? The complex Know Your Customer (KYC) process, which led to high drop-off rates during user onboarding—ultimately impacting customer acquisition and operational efficiency. To address this, SeaMoney turned to a Generative AI Agent, capable of engaging users in intelligent, natural conversations that simplify onboarding and reduce friction in the KYC journey.
Partnering with an AI Leader: WIZ.AI
To overcome this hurdle, SeaMoney partnered with WIZ.AI, a trusted AI Partner, in 2022. By deploying Voice AI Agents powered by Artificial Intelligence and Generative AI, SeaMoney revolutionized its customer outreach and engagement strategy. The result was a significant boost in user activation, helping the company redefine the way digital finance interacts with millions across Southeast Asia.
This collaboration positioned SeaMoney at the forefront of the digital finance revolution, ensuring increased engagement from both consumers and business clients through smart, scalable AI Agents.
Elevating Personalization in Customer Engagement
The integration of WIZ.AI’s Talkbot, a conversational Voice AI Agent, transformed SeaMoney’s user engagement. Unlike traditional communication methods, this AI-driven solution proactively called users, explaining the benefits of SeaMoney’s cash loan products and identifying pain points in the KYC journey.
By asking intelligent, human-like questions—such as whether a customer had previously tried to apply and what challenges they faced—the AI Agent was able to provide real-time, personalized assistance. This proactive engagement helped eliminate friction in the customer journey, dramatically improving the experience and reducing potential churn.
At the heart of this strategy lies WIZ.AI’s advanced conversation tagging, which classifies dialogues based on tone, intent, and language—including local dialects. This enabled hyper-personalized communication tailored to each user’s preferences, increasing engagement and driving conversion.
Thanks to Generative AI, the system also dynamically updates its conversation scripts based on behavioral insights. This ensures every customer interaction is both contextually relevant and continuously optimized.
“The moment a customer realizes you’re not just responding but understanding them, that’s where real engagement begins,” said a Customer Service Manager at SeaMoney.
With this AI-driven approach, SeaMoney not only matched but exceeded the performance of traditional marketing channels—without the associated costs.
Unprecedented Results: 50% Surge in Product Activation
Since the rollout of WIZ.AI’s Voice AI Agent in 2021, SeaMoney has scaled its outreach from 1 million warm users to over 15 million in 2023.
Compared to previous mobile app push notifications, the Talkbot led to a 40–50% increase in product activation rates—a game-changer in fintech engagement.
In addition, the deployment of WIZ.AI across two of SeaMoney’s flagship products marked a shift from basic notifications to full-fledged omnichannel engagement. This significantly reduced outreach costs while enhancing ROI, setting a new benchmark in Artificial Intelligence-powered customer acquisition.
Shaping the Future of Finance with AI
As SeaMoney and WIZ.AI look ahead, they aim to deepen their impact across Southeast Asia and beyond—including markets such as the Philippines, Vietnam, Singapore, Brazil, Indonesia, Malaysia, and Thailand.
Their continued innovation in AI-powered Voice Agents underscores a powerful truth: technology, when used strategically, can drive meaningful change at scale.
This success story highlights the growing importance of Generative AI, AI Agents, and strategic AI Partners in transforming digital customer experiences. Businesses aiming to thrive in the AI-driven economy can learn from SeaMoney’s forward-thinking approach.
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About SeaMoney
SeaMoney, a part of Sea Group, is a leading digital financial services provider in Southeast Asia. Its mission is to improve lives through accessible technology-driven financial services. SeaMoney’s portfolio includes mobile wallets, payment processing, credit products, and more, operating across seven markets under trusted brands like ShopeePayand SPayLater.