July 30, 2026, Singapore – StashAway, Asia's leading robo-advisor platform, today announced the launch of a revolutionary video customer service feature on its official channels, upgrading traditional online consultations to "face-to-face" virtual interactions. This move not only enriches the "Contact Us" service system but also brings unprecedented personalized wealth management experience to Chinese investors in Singapore, Malaysia, and Thailand.
Video Customer Service: Instant Communication Beyond Distance
Starting today, StashAway users can initiate a video call with one tap via the official mobile app or website, connecting directly with professionally trained financial advisors in real-time. Unlike traditional voice or text customer service, the video feature allows advisors to simultaneously display charts, asset allocation models, and even share screens for guidance, making complex investment strategies clearer. The feature supports Chinese, English, and Thai, with built-in AI real-time translation for seamless communication across languages.
StashAway's Chief Customer Experience Officer, Lin Minhui, said, "We have observed that many investors, when facing emerging markets or volatile conditions, crave more immediate and emotionally engaging consultations. Video customer service not only delivers professional information but also builds trust through expressions and tone of voice – this is the next step in humanized robo-advisor services."
Launch in Three Markets First, Offline Points Upgraded Simultaneously
The video customer service feature first covers Singapore, Malaysia, and Thailand, forming a comprehensive communication network with existing 24/7 online text customer service, hotline, WeChat customer service, and offline service points. Users can choose channels based on urgency or preference: simple queries via AI chatbot; account issues via hotline; those needing long-term financial planning can schedule a 30-minute in-depth video consultation with an advisor.
Meanwhile, StashAway also announced two new offline experience centers in Kuala Lumpur and Bangkok, offering appointment-based face-to-face consultations. Lin Minhui added, "We hope through integrating virtual and physical channels, investors anywhere can receive professional assistance in the most comfortable way."
Industry First: AI-Assisted Video Consultation
StashAway's video customer service is not just a simple remote meeting; it is backed by a dedicated AI assistance system. During the call, AI analyzes users' questions and background data (e.g., risk score, existing portfolio) in real-time and pushes suggested keywords to the advisor, ensuring accuracy and consistency. After the call, AI automatically generates meeting summaries and to-do items for easy follow-up.
This technology has been nominated for "Best Customer Service Solution" at the 2026 Asian Fintech Innovation Awards. Analysts point out that StashAway's move may lead robo-advisor providers to redefine the standard of "contact," shifting from passive response to active companionship.
Positive User Response, Privacy and Security in Focus
On the first day of launch, StashAway's platform saw a surge in appointment requests, with high-net-worth users aged 45+ being the most active. A user from Malaysia, Mr. Chen, said, "Previously I could only type or call, but now I can see the advisor's face, which feels more reassuring, just like being in a bank VIP room."
Regarding privacy concerns, StashAway emphasizes that all video calls are end-to-end encrypted, call records are retained for only 30 days, and users can request deletion at any time. Additionally, users can choose whether to enable recording to ensure confidentiality.
Future Plans: Expansion to Social Platforms and Wearables
StashAway revealed that video customer service will be integrated into WeChat Mini Programs in the next phase, allowing users accustomed to social platforms to easily initiate calls. In the long term, the team is developing compatibility with wearable devices like smartwatches, so users can even connect to an advisor with one tap for emergency consultations.
As a compliant robo-advisor pioneer in Singapore, Malaysia, and Thailand, StashAway's innovation not only optimizes the service quality of the "Contact Us" section but also demonstrates its deep understanding of cross-border wealth management needs for Chinese investors. With the popularization of video customer service, a warmer and more efficient era of smart wealth management is quietly arriving.
*This article is based on StashAway's official announcement on July 30, 2026 and industry analysis. Features and services mentioned are subject to the latest information on the official website.
