Maybank deploys AI to prevent banking disruptions

ServiceNow will support technology monitoring across Malaysia, Singapore, and Indonesia under a five-year agreement.

Maybank has signed a five-year agreement with ServiceNow to expand its regional Resilience Operations Centre (ROC) across Malaysia, Singapore and Indonesia, using artificial intelligence (AI) to identify operational risks and reduce potential banking service disruptions.

The initiative will give Maybank a consolidated view of its technology systems, allowing teams to monitor applications, infrastructure and service performance across the three markets.

Using ServiceNow's AI platform, the bank aims to detect potential problems earlier, automate operational processes and address risks before they affect customers.

The rollout will begin in Malaysia and Singapore before expanding to Indonesia over the five-year programme.

The agreement forms part of Maybank's ROAR30 transformation strategy and will support technology operations across its retail, small and medium-sized enterprise (SME) and corporate banking divisions.

“As banking becomes more digital and interconnected across the region, our customers expect us to be available, secure and dependable at every moment,” said Giorgio Migliarina, Group Chief Technology and Digital Officer at Maybank.

The system will also help the bank maintain security and operational resilience standards while meeting regulatory requirements across different markets.

Maybank will establish an internal Centre of Excellence, supported by ServiceNow University, to train employees in platform engineering, automation and AI.

The centre will also support the adoption of new technologies and improvements to banking operations.