Binance, the leading blockchain ecosystem and largest crypto exchange by trading volume and user count, announced plans to leverage Amazon Web Services (AWS) for enhancing customer support, system diagnostics, and troubleshooting. By integrating AWS’s cloud solutions, Binance aims to accelerate blockchain advancements and foster digital transformation in its operations.
With a platform hosting over 237 million registered users, Binance places high value on a seamless user experience, especially for new user onboarding and efficient issue resolution. Through AWS’s generative AI and cloud technologies, Binance has initiated efforts to streamline KYC procedures and automate customer complaint resolution.
At the heart of this initiative is a solution that integrates various AWS services. Amazon Bedrock, AWS’s managed service for accessing foundation models, serves as the AI backbone for Binance’s generative AI applications, which run as scalable, containerized services on Amazon ECS. Initial results have been impressive: the GenAI-powered KYC solution has achieved a 95% accuracy rate in recognizing user information, reduced manual case review time by 30%, cut OCR costs by 80%, and improved PoA approval rates in 107 countries by 6%.
Additionally, Amazon Bedrock integration with Binance’s GenAI chatbot has boosted First Call Resolution (FCR) by 5%, improving the bot’s ability to address user inquiries and generate high-quality responses.
Rohit Wad, Binance’s CTO, remarked, “AWS’s cloud services enable us to reinforce our user-centered approach by streamlining operations and setting new efficiency standards in the blockchain industry. With AWS’s generative AI, we continue to build trust within our global user base by delivering consistent, reliable service.”
Building on these successes, Binance plans to expand its use of AWS’s cloud and AI capabilities across risk management, compliance, and customer service, furthering its generative AI initiatives to enhance innovation and efficiency.
Arni Raghvender, AWS’s Director of Cloud and AI Innovation, added, “We are thrilled to support Binance in advancing digital asset innovation and reliability. Through AWS services like Amazon Bedrock, CloudWatch, and Lambda, Binance is pioneering system optimization and automated problem-solving in high-stakes digital environments.”
For the second consecutive year, AWS will serve as the exclusive cloud provider and sponsor of Binance Blockchain Week, Binance’s annual event that brings together industry experts to discuss blockchain technology advancements.
