MoneyHero Launches AI Agent for Enhanced Customer Service Experience and Improved Operational Efficiency

In partnership with Ada, the AI Agent provides real-time resolution of customer inquiries, reducing customer service response time and driving cost savings

Singapore, March 20, 2025 – MoneyHero Limited (NASDAQ: MNY) (“MoneyHero” or the “Company”), a leading personal finance aggregation and comparison platform in Greater Southeast Asia, has launched an AI Agent for customer service, aiming to transform customer experience while driving operational efficiency. The new customer service support channel is now live in Singapore, with rollouts planned in other markets, including Hong Kong, the Philippines, and Taiwan, in the coming months.

Developed in partnership with Ada, a global leader in AI customer service, the AI Agent automates resolution of MoneyHero’s customer inquiries. This real-time interaction significantly reduces customer service response time and fosters a seamless customer experience.

Enhancing Customer Service Efficiency with AI

The customer service AI Agent leverages advanced AI technology, including natural language processing (NLP) and machine learning, to provide accurate and instant responses. Starting in Q2 2025, the AI Agent will also provide real-time updates on cashback, welcome gifts, and promotional rewards as they become available. By delivering quick answers to common inquiries, this AI-driven approach enables the Company to optimize resources and scale efficiently, while enhancing the overall customer experience.

Today, MoneyHero’s customer service team handles over 35,000 inquiries per month, with a significant portion related to reward fulfillment. By automating responses to these common inquiries, MoneyHero expects to reduce customer service requests by at least 50%, leading to estimated annual cost savings of USD 100,000.

Driving Cost Savings and Operational Efficiency

By automating routine inquiries, MoneyHero is reducing the need for manual customer service, leading to greater cost efficiency while upholding a high standard of customer service support. This AI-powered approach allows the Company to scale its customer service operations without a proportional increase in costs, laying a solid foundation for sustainable business growth and profitability. This initiative is part of MoneyHero’s broader strategy to leverage AI to enhance digital customer experiences, improve service quality, and reduce overall costs.

Rohith Murthy, CEO of MoneyHero, said: “As we continue to scale, AI-driven automation is key to improving operational efficiency and customer experience. With this AI Agent, we’re making it easier for customers to get quick resolution while alleviating the workload on our customer service team. This is a strong step in our AI-first strategy, and we look forward to expanding automation across more areas of our business.”

“MoneyHero is demonstrating how AI is elevating customer experiences in financial services,” said Mike Murchison, CEO at Ada. “Through our partnership, MoneyHero is scaling personalized support and continuously improving the quality of customer interactions. Ada’s platform is built precisely for this—empowering businesses like MoneyHero to deliver extraordinary customer experiences that get better with every conversation.”

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About MoneyHero Group

MoneyHero Limited (NASDAQ: MNY) is a market leader in the online personal finance and digital insurance aggregation and comparison sector in Greater Southeast Asia. The Company operates in Singapore, Hong Kong, Taiwan and the Philippines.  Its brand portfolio includes B2C platforms MoneyHero, SingSaver, Money101, Moneymax and Seedly, as well as the B2B platform Creatory.  The Company also retains an equity stake in Malaysian fintech company, Jirnexu Pte. Ltd., parent company of Jirnexu Sdn. Bhd., the operator of RinggitPlus, Malaysia’s largest operating B2C platform. MoneyHero had over270 commercial partner relationships as at September 30, 2024 and had approximately 7.4 million Monthly Unique Users across its platform for the three months ended September 30, 2024. The Company’s backers include Peter Thiel—co-founder of PayPal, Palantir Technologies, and the Founders Fund—and Hong Kong businessman, Richard Li, the founder and chairman of Pacific Century Group. To learn more about MoneyHero and how the innovative fintech company is driving APAC’s digital economy, please visit www.MoneyHeroGroup.com.

About Ada

Ada is an AI customer service company on a mission to make customer service extraordinary for everyone. Ada makes it easy for businesses to automatically resolve the greatest number of customer service conversations— across channels and languages — with the least amount of effort. Since 2016,Ada has powered more than 4 billion automated customer interactions for brands like GCash, Canva, Verizon, monday.com, AirAsia, YETI, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx.

Forward Looking Statements

This document includes “forward-looking statements” within the meaning of the United States federal securities laws and also contains certain financial forecasts and projections. All statements other than statements of historical fact contained in this communication, including, but not limited to, statements as to the Group’s growth strategies, future results of operations and financial position, market size, industry trends and growth opportunities, are forward-looking statements. Some of these forward-looking statements can be identified by the use of forward-looking words, including “outlook,” “believes,” “expects,” “potential,” “continues,” “may,” “will,” “should,” “could,” “seeks,” “predicts,” “intends,” “trends,” “plans,” “estimates,” “anticipates” or the negative version of these words or other comparable words. All forward-looking statements are based upon estimates and forecasts and reflect the views, assumptions, expectations, and opinions of the Company, which are all subject to change due to various factors including, without imitation, changes in general economic conditions. Any such estimates, assumptions, expectations, forecasts, views or opinions, whether or not identified in this communication, should be regarded as indicative, preliminary and for illustrative purposes only and should not be relied upon as being necessarily indicative of future results. The forward-looking statements and financial forecasts and projections contained in this communication are subject to a number of factors, risks and uncertainties. Potential risks and uncertainties that could cause the actual results to differ materially from those expressed or implied by forward-looking statements include, but are not limited to, changes in business, market, financial, political and legal conditions; the Company’s ability to attract new and retain existing customers in a cost effective manner; competitive pressures in and any disruption to the industries in which the Company and its subsidiaries (the “Group”) operates; the Group’s ability to achieve profitability despite a history of losses; and the Group’s ability to implement its growth strategies and manage its growth; the Group’s ability to meet consumer expectations; the success of the Group’s new product or service offerings; the Group’s ability to attract traffic to its websites; the Group’s internal controls; fluctuations in foreign currency exchange rates; the Group’s ability to raise capital; media coverage of the Group; the Group’s ability to obtain adequate insurance coverage; changes in the regulatory environments (such as anti-trust laws, foreign ownership restrictions and tax regimes) and general economic conditions in the countries in which the Group operates; the Group’s ability to attract and retain management and skilled employees; the impact of the COVID-19 pandemic or any other pandemic on the business of the Group; the success of the Group’s strategic investments and acquisitions, changes in the Group’s relationship with its current customers, suppliers and service providers; disruptions to the Group’s information technology systems and networks; the Group’s ability to grow and protect its brand and the Group’s reputation; the Group’s ability to protect its intellectual property; changes in regulation and other contingencies; the Group’s ability to achieve tax efficiencies of its corporate structure and intercompany arrangements; potential and future litigation that the Group may be involved in; and unanticipated losses, write-downs or write-offs, restructuring and impairment or other charges, taxes or other liabilities that may be incurred or required and technological advancements in the Group’s industry. The foregoing list of factors is not exhaustive. You should carefully consider the foregoing factors and the other risks and uncertainties described in the “Risk Factors” section of the Company’s annual report for the year ended December 31, 2023 on Form 20-F (File No.: 001-41838),registration statement on Form F-1 (File No.: 333-275205), and other documents to be filed by the Company from time to time with the U.S. Securities and Exchange Commission. These filings identify and address other important risk sand uncertainties that could cause actual events and results to differ materially from those contained in the forward-looking statements. In addition, there may be additional risks that the Company currently does not know, or that the Company currently believes are immaterial, that could also cause actual results to differ from those contained in the forward-looking statements. Forward-looking statements reflect the Company’s expectations, plans, projections or forecasts of future events and view. If any of the risks materialize or the Company’s assumptions prove incorrect, actual results could differ materially from the results implied by these forward-looking statements. Forward-looking statements speak only as of the date they are made. The Company anticipates that subsequent events and developments may cause their assessments to change. However, while the Company may elect to update these forward-looking statements at some point in the future, the Company specifically disclaims any obligation to do so, except as required by law. The inclusion of any statement in this document does not constitute an admission by the Company or any other person that the events or circumstances described in such statement are material. These forward-looking statements should not be relied upon as representing the Company’s assessments as of any date subsequent to the date of this document. Accordingly, undue reliance should not be placed upon the forward-looking statements. In addition, the analyses of the Company contained herein are not, and do not purport to be, appraisals of the securities, assets, or business of the Company.

For MoneyHero inquiries, please contact:

Investor Relations:

MoneyHero IR Team

IR@MoneyHeroGroup.com

Media Relations:

MoneyHero PR Team

Press@MoneyHeroGroup.com

For Ada inquiries, please contact:

Jenn Sewell

VP Marketing, Ada  

jenn.sewell@ada.support

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