Airwallex: AI-Powered Financial Platform with Google Cloud for Faster Customer Service and Engineering Productivity
Airwallex is a global financial platform that migrated its infrastructure to Google Cloud in 2022 to reduce service latency, ensure global compliance, and enhance AI capabilities. Using Google Cloud's Vertex AI, Gemini, NotebookLM, and Looker, Airwallex improved customer service quality and engineering productivity significantly. Voice-of-customer analysis with Vertex AI enabled the company to resolve customer issues 10x faster and automate dispute resolution, saving 40% time in case handling. AI-powered engineering tools like Gemini and the Agent2Agent protocol cut software testing from three days to 15 minutes, accelerating time to market by over 95%. More than 90% of engineers experienced productivity growth by integrating AI into daily workflows, moving towards an agentic finance model with specialized financial AI agents acting in real time.
Reported outcomes
95%
timeTime & speed
Strategic outcomes
Catalog median for time & speed deployments: +75% across 183 reported metrics. Compare benchmarks →
Primary read
Use case focus
Showing 2 of 2
- 1AI-powered customer service
- 2AI-assisted software engineering
- Legacy financial infrastructure limited service speed, compliance, and innovation.
- The firm needed to reduce service latency, accelerate product innovation, and improve global compliance using AI.
- Migrated IT infrastructure to Google Cloud to leverage low latency, compliance, and integrated AI services.
- Deployed Vertex AI for customer service analytics and automated dispute resolution.
- Utilized Gemini, NotebookLM, and Agent2Agent AI protocols to boost engineering productivity and shorten software development cycles.
- Customer issues resolved 10x faster with AI-powered voice analysis.
- 40% reduction in time for handling customer disputes.
- More than 90% of engineers improved productivity using AI tools.
- Accelerated time to market by over 95%, speeding innovation adoption.
Architecture
Architecture includes migration to Google Cloud infrastructure, integration of Vertex AI for voice analysis and automated dispute resolution, use of Gemini and NotebookLM for generative AI models, and Agent2Agent protocols for conversational engineering workflows.
Sources & evidence3
AI-generated summary. Verify important details with the linked sources before relying on this case.