Ant International brings AI-powered customer service to Asia

Ant International is working with TNG Digital and easypaisa to implement generative AI-powered customer service tools, aiming to advance operational efficiency and security for the e-wallet and digital banking sector across Asia.

Customer support

The collaboration centres on the adoption of Ant International's Alipay+ GenAI Cockpit, an AI platform designed for tailored financial services applications. TNG Digital, the operator of TNG eWallet, and easypaisa, Pakistan's first digital bank, are utilising the platform to automate responses and streamline how customer service requests are handled.

The AI agents leverage domain-specific knowledge to offer personalised experiences to app users and to execute routine tasks automatically. By digitising customer support through generative AI, both companies expect to reduce the time taken to train service teams and boost productivity in handling queries or complaints.

Personalisation features

For easypaisa, the integration of generative AI enables more targeted financial product recommendations and supports features such as financial insights and reminders. The AI-powered approach is designed to allow customers to access tailored financial advice while at the same time strengthening in-app security through advanced risk detection measures.

"Our strategic collaboration with Ant International is democratising access to easy and convenient digital financial services for millions nationwide. The launch of our generative AI-powered customer service agent is a key step that enables easypaisa customers to enjoy truly hyper-personalised financial experiences, from tailored product recommendations and actionable insights, to timely reminders that help them manage their finances more efficiently. Beyond personalisation, the AI assistant enhances security through advanced fraud detection and improves risk management, making every in-app financial interaction safer, faster, and more intuitive. This innovation represents a significant leap in making digital financial services more accessible, trustworthy, and empowering for all Pakistanis," said Farhan Hassan, Chief Digital Officer, easypaisa Digital Bank.

AI platform design

Alipay+ GenAI Cockpit, launched in 2025, builds on Ant International's experience in digital payments, merchant services, and inclusive finance. The platform draws on more than 20 large language models (LLMs), including Ant International's proprietary Falcon TST (Time-Series Transformer) AI model. It integrates with industry-specific datasets such as bank transfer protocols and dispute resolution policies.

This foundation enables e-wallets and fintech businesses to develop AI-powered copilot applications and specialised service agents. One example is Antom Copilot, a tool that helps merchants integrate payment solutions more efficiently.

Security measures

Security and risk mitigation are core elements of the AI platform. Ant International has embedded its AI SHIELD toolkit to ensure compliance and reduce vulnerabilities. Its AI Security Docker aims to cut AI service risks by up to 90% by applying a mix of security assessments, real-time monitoring of AI agent activity, and continuous system testing. These safeguards are targeted at maintaining trusted operations for customers and partners using fintech AI services.

Future outlook

Ant International's strategy is centred on combining financial domain expertise with reliable AI infrastructure. These tools are primarily aimed at digital wallet, merchant services, and cross-border financial operations, allowing fintechs and superapps to automate processes and expand their capacity to serve customers securely.

"We're excited to welcome our first customers to Alipay+ GenAI Cockpit. This platform opens the door for fintechs to agentic AI - empowering them to automate decisions, accelerate innovation, and deliver smarter financial solutions to their partners, all with financial-grade compliance, reliability and security. We look forward to supporting our customers as they expand the use of the Cockpit platform in their operations," said Jiang-Ming Yang, Chief Innovation Officer at Ant International.