Swift scores two wins at Asian Experience Awards 2025 for digital, operational enhancements

It won the Malaysia Customer Experience of the Year - Financial Technology and the Malaysia Digital Experience of the Year - Financial Technology categories.

Global financial infrastructure Society for Worldwide Interbank Financial Telecommunication (SWIFT) brought home two major accolades at the prestigious Asian Experience Awards 2025 for the success of its Global Support Delivery (GSD) team in transforming customer support through digital innovation, automation, and driving human-centric service.

Adoption of the Omni-Channel case assignment algorithm replaced manual triaging, routing cases based on engineers’ skillsets and improving response quality and employee morale. A real-time performance dashboard has also been launched to track engineer contributions and facilitate data-driven decisions on training and process improvements.

The GSD team embraced robotic process automation (RPA) and artificial intelligence (AI) to future-proof operations. Four RPAs have been deployed in the past year, resulting in efficiency gains and improved data accuracy and timeliness. AI use cases, such as automated knowledge article drafting, case summarisation, and initial customer response generation, are live, yielding significant efficiency gains and allowing engineers to focus on complex tasks.

The GSD team leveraged new technology, such as a chatbot, which enabled faster query resolution during major product launches like ISO20022 and Swift Essentials, propelling self-service and thus significantly reducing customer wait times.

This experience has been further enhanced with the improved search relevancy feature that offers machine learning-driven contextual search, allowing users to find precise knowledge articles prior to raising support cases.

At the same time, Project Navigator has offered visual tracking for onboarding and migration projects, enhancing user autonomy and collaboration. These tools have collectively contributed to an increase in self-service adoption, with eight out of nine customers resolving issues independently.

Lastly, alert monitoring has also been centralised within the Kuala Lumpur Order-to-Cash team, resulting in cost savings and improved incident response times. Automation of alerts has reduced manual workload, whilst centralised oversight has enhanced SLA management, vulnerability assessment, and performance optimisation.

These initiatives have delivered tangible outcomes, including the reduction of monthly case backlogs by approximately 50% YoY and the improvement of average resolution time by 12%. Intervention times have also been halved, with cases attended to within 2.5 hours. Over 75% of cases were resolved within 4.5 days, reflecting improved responsiveness. Customer satisfaction scores have also consistently risen, reaching above 9.0 in 2024.

The shift toward self-service significantly reduced incoming case volumes, affirming the effectiveness of digital tools and proactive support strategies. With 280 staff serving more than 11,500 institutions, the GSD team has delivered 24/7 multi-channel support and prioritises customer needs.

“SWIFT’s GSD team has transformed its support delivery model through strategic digitalisation, automation, and skill alignment. These efforts have not only optimised internal operations but have also elevated customer experience, positioning SWIFT as a forward-thinking leader in financial service support,” the company said.

Its success in setting a new standard for excellence in financial support delivery has earned it the Malaysia Customer Experience of the Year - Financial Technology and the Malaysia Digital Experience of the Year - Financial Technology accolades.

The Asian Experience Awards recognises the ingenious initiatives of creative companies in delivering meaningful brand experiences to their stakeholders.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Marni Marco at [email protected].