StashAway Launches New AI Smart Customer Service Platform for 24/7 Multilingual One-Stop Contact Experience
Singapore, Kuala Lumpur, Bangkok Combined Report — As cross-border wealth management demand grows, real-time and convenient customer service has become a key competitive edge for smart advisory platforms. On July 29, 2026, StashAway officially launched its new AI smart customer service platform, integrating natural language processing (NLP), voice recognition, and sentiment analysis technologies to provide 24/7 service in Chinese, English, Thai, and Malay, and connecting with offline branch appointment systems, allowing investors to receive consistent professional support anytime, anywhere.
One-Stop Smart Customer Service: Seamless Transition from AI Bot to Human Expert
The core highlight of the new platform is the "smart routing" mechanism. When customers initiate inquiries via the web, app, or WeChat, the AI bot first handles common issues such as account queries, transaction status, and fee explanations with an accuracy rate exceeding 92%. If the issue involves more complex investment advice or account anomalies, the system automatically transfers to a human financial advisor with CFA or CFP certification, simultaneously displaying the customer's asset allocation overview and historical inquiry records, significantly reducing wait times.
StashAway's Director of Customer Experience, Lin Zhiming, stated: "Our goal is to make contacting StashAway feel like talking to a financial steward familiar with your financial situation. The AI handles quick responses, while humans focus on in-depth planning, complementing each other."
Multilingual Support Covers Southeast Asian Chinese and Local Users
To serve the diverse ethnic groups in Singapore, Malaysia, and Thailand, the new platform supports real-time voice and text conversion. Malaysian users can mix Chinese and Malay, and the system automatically identifies and responds in the corresponding language; Thai users can input via Thai voice, and the AI accurately understands and converts it into structured questions, then provides answers related to local regulations and taxes.
Additionally, the platform integrates StashAway's accumulated cross-border wealth management knowledge base, including over 2,000 topics such as tax resident identification, estate planning, and foreign exchange controls in various countries, ensuring responses comply with local regulatory requirements.
Seamless Integration of Offline Branch Appointments and Remote Video Consultations
For customers who prefer face-to-face communication, the new platform also offers an "offline branch inquiry and appointment" feature. Customers can directly view available slots at service branches in Singapore, Kuala Lumpur, and Bangkok within the conversation, complete the appointment with one click, and receive push notifications. If they cannot visit in person, they can initiate a remote video consultation where specialists conduct personalized asset allocation analysis via a secure connection.
StashAway's Chief Technology Officer, Chen Huiling, noted: "We observed that many high-net-worth clients still want in-depth discussions with human advisors before making large investments. The new platform reduces the appointment process from three steps to one, significantly lowering communication costs."
Customer Feedback: Improved Efficiency and Record-High Satisfaction
According to StashAway's internal test data, after the new platform launch, the average wait time for first inquiries dropped from 4 minutes 12 seconds to 48 seconds, the one-call resolution rate reached 89%, and customer satisfaction scores increased from 4.2 to 4.7 out of 5.
Ms. Huang, a Malaysian user working in Singapore, shared: "Previously, to learn about Malaysia's regular investment products, I had to write an email and wait for a reply. Now I just type in the app, and the AI instantly compares fees and tax differences between Singapore and Malaysia, and I can even directly book a consultant in Kuala Lumpur. It's really convenient."
Future Plans: Expand More Languages and Personalized Services
StashAway stated that the next phase will further expand language support, with Japanese and Korean added by Q1 2027, and will introduce generative AI to allow customers to obtain personalized "Investment Health Check Reports" through natural conversation. The company also plans to open the smart customer service platform to partners, such as financial institutions and independent financial advisors, to build a cross-platform ecosystem.
For more contact information and hands-on experience, visit the StashAway official website or download the app, and click the "Online Customer Service" icon in the bottom right corner to start a conversation.
