What challenges did Airwallex face before AI implementation?

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.

What was the impact of the AI solution?

Customer issues resolved 10x faster with AI-powered voice analysis. 40% reduction in time for handling customer disputes.

Source

GCPProductionEvidence: High75/100

Airwallex: AI-Powered Financial Platform with Google Cloud for Faster Customer Service and Engineering Productivity

Use case typeDocument automationUpdated Jun 13, 2026

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.

Organization: Airwallex
Industry: Finance
Location: Singapore

Reported outcomes

Time: 10×

Time & speed

Time: −40%

Catalog median for time & speed deployments: +59% across 138 reported metrics. Compare benchmarks →

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Time: 10 x increase

Google Cloud Customer StoriesCustomer storyInferred claimHigh evidence strength

Customer issues resolved 10x faster with AI-powered voice analysis.

Normalized claim

Time: 40% decrease

Google Cloud Customer StoriesCustomer storyInferred claimHigh evidence strength

40% reduction in time for handling customer disputes.

Normalized claim

Productivity: 90% increase

Google Cloud Customer StoriesCustomer storyInferred claimHigh evidence strength

More than 90% of engineers improved productivity using AI tools.

Normalized claim

Time: 95%

Google Cloud Customer StoriesCustomer storyInferred claimHigh evidence strength

Accelerated time to market by over 95%, speeding innovation adoption.

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Airwallex
Provider: GCP
Maturity: Production
Linked source: Google Cloud Customer Stories

Deployed Vertex AI for customer service analytics and automated dispute resolution

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 2 of 2

1AI-powered customer service
2AI-assisted software engineering

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.

Technologies

Vertex AI Gemini NotebookLM Looker Google Cloud Infrastructure

Customer issues resolved 10x faster with AI-powered voice analysis.
40% reduction in time for handling customer disputes.

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

Evidence: High75/100Evidence strength