Enables 10x speed in addressing customer issues with AI analytics
Automates dispute resolution with Vertex AI to save 40% time for case handling
Accelerates time to market by more than 95% through AI-powered engineering
With Google AI, Airwallex delivers smarter customer experiences, streamlined operations, and fast innovation for global finance.
With Google AI, Airwallex delivers smarter customer experiences, streamlined operations, and fast innovation for global finance.
Accelerating the journey to becoming an AI-native company
Founded in 2015, Airwallex is a global financial platform that processes more than $200 billion in transactions annually. By breaking away from the limitations of legacy banking, it empowers businesses to manage everything from global payments, business accounts, corporate cards, billing and spend management to embedded financial services.
To keep pushing the boundaries of financial technology, Airwallex embraces new technologies to continuously upgrade its services. In 2022, it migrated its infrastructure to Google Cloud to reduce service latency and meet global compliance requirements. It now uses Looker for real-time insights that support decisions across the business.
As AI becomes essential to modern operations, Airwallex is focused on becoming an AI-native company. To accelerate this process, it needed tools that deliver industry-leading performance and integrate seamlessly with its existing infrastructure and data pipelines. Google Cloud stood out to Airwallex for fulfilling these requirements the best.
Turning to Google Cloud AI solutions was natural because they seamlessly integrate with our current workflows and systems deployed on Google Cloud, allowing us to maximize the benefits of adopting AI.
Timothy Wong
VP of Data and AI, Airwallex
“Google Cloud has helped us lower network latency by half and effectively implement data-driven strategies with its high-performance infrastructure and data tools,” explains Timothy Wong, VP of Data and AI at Airwallex. “Turning to Google Cloud AI solutions was natural because they seamlessly integrate with our current workflows and systems deployed on Google Cloud, allowing us to maximize the benefits of adopting AI.”
Optimizing customer experiences and boosting productivity with Vertex AI
With their outstanding comprehension and inferencing capabilities, the AI solutions on Google Cloud such as Vertex AI and NotebookLM enable us to improve our services and work efficiency quickly.
Timothy Wong
VP of Data and AI, Airwallex
Meanwhile, with Vertex AI, Airwallex has improved customer service quality while ensuring enterprise-grade data security. By conducting voice-of-customer analysis, the Airwallex team is able to address customer issues 10x faster. At the same time, automated dispute resolution has allowed for 40% time savings for case handling, freeing up time for its support team to address higher-value cases.
Airwallex is also using Gemini on Vertex AI and NotebookLM to boost engineering productivity. Traditionally, building software required long development cycles of code writing and constant maintenance, while every integration needed to be custom built. Now, AI protocols like the Agent2Agent enables Airwallex’s engineers to build through conversation. By employing Gemini on Vertex AI to generate and review test codes, the team has cut test writing times from three days to 15 minutes — unlocking significant gains in efficiency and freeing engineers to focus on higher-impact work. As a result, time to market has been accelerated by more than 95%.
“With their outstanding comprehension and inferencing capabilities, the AI solutions on Google Cloud such as Vertex AI and NotebookLM enable us to improve our services and work efficiency quickly,” notes Wong. “Now, our customers can get the services they need more timely, and more than 90% of our engineers are experiencing productivity growth by integrating AI into their daily work processes.”
Building the next generation of agentic finance
Airwallex is moving toward agentic finance, where each agent specializes in a financial function, such as optimizing treasury, managing payables, reconciling expenses, and triggering payments automatically. Connected to the system of record underneath to ensure accuracy and compliance, these agents can act in real time on behalf of the Airwallex team, leading to higher productivity.
Looking ahead, Airwallex plans to deepen its use of Gemini and Vertex AI to build new capabilities and more personalized services at scale with agentic finance to deliver financial operations end-to-end.
“In the highly dynamic fintech market, we need to continuously advance our service quality and operation efficiency to keep our competitive edge,” says Wong. “With the high-performance, secure infrastructure of Google Cloud and its cutting-edge AI capabilities, we’re confident that we’re able to always quickly answer our customers’ needs.”
With the high-performance, secure infrastructure of Google Cloud and its cutting-edge AI capabilities, we’re confident that we’re able to always quickly answer our customers’ needs.
Timothy Wong
VP of Data and AI, Airwallex
Airwallex provides a financial infrastructure and platform to help businesses manage everything from global payments, business accounts, corporate cards, billing and spend management to embedded financial services, without the constraints of the traditional financial system.
Industries: Financial Services and Insurance
Location: Australia
Products: Gemini, NotebookLM, Vertex AI
