Binance today announced it will use Amazon Web Services (AWS) to improve the user onboarding experience, customer support and internal automated system diagnosis and troubleshooting on Binance.
Aiming to further drive advancements in the blockchain space and foster digital transformation, Binance combines blockchain technology and cloud computing services across Binance’s business and operations through building on AWS.
Binance operates a complex, high-volume platform with over 237 million registered users and a rapidly growing daily user base. Ensuring a consistent user experience is essential, particularly for smoothly onboarding new users and quickly addressing their issues. Binance is implementing cutting-edge solutions that are built with AWS’s generative AI and cloud technologies. This initiative focuses on two key areas for its trading platform: simplify user KYC processes and address user issues automatically through generative AI.
At the heart of this optimization effort is a solution that seamlessly integrates multiple AWS services. Amazon Bedrock, a fully managed service offering easy access to leading foundation models and a broad selection of capabilities for building GenAI applications, serves as the AI backbone on Binance. Amazon ECS, a fully managed container orchestration service, deploys Binance’s GenAI applications as scalable and efficient containerized services on AWS.
The implementation of a GenAI-powered KYC process solution, which autofills user information, performs Proof of Address (POA) document quality checks and accelerates World-Check reviews, has already yielded impressive results. Binance has improved the user information recognition rate to 95 percent, reduced optical character recognition (OCR) costs by 80 percent, increased the PoA approval rate in 107 countries by six percent, and decreased the time spent on manual World-Check case reviews by 30 percent.
In addition, the implementation of Amazon Bedrock on Binance’s GenAI-powered chatbot has shown promising initial results. By clarifying user inquiries and generating high-quality answers during interactions, Binance has achieved a five percent improvement in Bot FCR (First Call Resolution) across user scenarios that leverage GenAI applications.
“AWS’s comprehensive cloud services allow Binance to uphold our ongoing commitment of ensuring user-focused services are backed by operational excellence and customer satisfaction,” said Rohit Wad, Chief Technology Officer at Binance. “By integrating AWS’s suite of cloud technologies, including cutting-edge generative AI capabilities, we’re not only streamlining our operations, but also setting new standards for efficiency and reliability in the blockchain and cryptocurrency industry. This initiative is crucial for maintaining the trust of our global user base of over 237 million and ensuring uninterrupted service in our fast-paced, 24/7 trading environment.”
Building on this success, Binance plans to extend its use of AWS’s generative AI technologies and cloud services across various domains, including customer service, compliance, and risk management. This endeavor will expand Binance’s generative AI footprint, using AWS to drive innovation and operational efficiency.
“We are excited to support Binance’s mission to drive innovation and reliability in the digital asset space,” said Arni Raghvender, Director of Cloud and AI Innovation at AWS.
“This showcases the transformative potential of integrating generative AI with our comprehensive cloud services in complex, high-stakes digital environments. By leveraging services like Amazon Bedrock, Amazon CloudWatch, and AWS Lambda, Binance is pioneering new approaches to system optimization and automated problem-solving. We look forward to continuing supporting Binance to develop cutting-edge solutions that enhance their operations and deliver exceptional experiences for their global user base.”
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