GoTyme Cuts Customer Disruption Time By Reducing Incident Diagnosis 3.5 Times Faster With AI-Powered Operations Solution Built On Amazon Web Services

HANOI, VIETNAM, SEPTEMBER 29, 2026 - GoTyme, the multi-country digital banking group, today announced a generative AI-powered Root Cause Analysis (RCA) solution built on Amazon Web Services (AWS) that has allowed it to significantly cut disruptions time for its customers across GoTyme's global banking platform, reduce infrastructure costs and lessen alert fatigue.

Developed by GoTymeX, GoTyme's Product and Technology Development Hub, the solution was tested against incident samples collected over six months and cut root cause identification time from a median of 34.5 minutes to just 10 minutes. Root cause identification measures the time from when an incident triggers an alert to when the system surfaces the first possible root cause.

"Our customers depend on us for their daily banking needs, and every minute of delayed diagnosis is a minute they may not be able to access their accounts. We already build on AWS, so developing our Root Cause Analysis (RCA) solution with AWS DevOps Agent was straightforward. RCA now starts investigating the moment an alarm is triggered, and incidents are diagnosed within 10 minutes. That means fewer disruptions for our customers, less escalations across teams, and more time for our engineers to add value by building, not searching," said Hieu Ta, Director of Engineering, GoTymeX.

From alert to answer in 10 minutes
GoTyme serves more than 22 million customers across South Africa, the Philippines, Indonesia, and Hong Kong. Its infrastructure spans multiple Regions and integrates with more than 10 external partners. A single failure can trigger hundreds of alerts, and by the time engineers identify the root cause, the incident may have already cascaded across countries, with retry traffic from affected customers compounding the disruption.

High-impact IT outages cost financial services firms an average of $1.8 million per hour. While GoTyme's original monitoring tools detected problems quickly, they could not pinpoint where they started. Engineers typically spent the first 30 minutes of every incident manually gathering data, correlating logs, checking deployments, and ruling out external systems, while unrelated teams across countries were pulled into escalations. This also led to increased alert fatigue across teams, and unnecessary infrastructure costs as systems tried to scale to compensate without understanding root causes.

The new RCA solution, powered by AWS DevOps Agent, investigates automatically the moment it detects a problem. The AI agent gathers and correlates signals from across GoTyme's environment, including metrics, logs, traces, deployments, infrastructure health, network telemetry, and application performance, then identifies the most likely root cause with supporting evidence. In one test, RCA traced an incident through multiple services and accounts to a locked database query four steps removed from the original alert, a root cause that standalone monitoring had missed. It then offered an evidence-based remediation. This has helped GoTyme achieve 3.5 times faster service recovery, reduce operational overhead, and lessen customer impact.

Importantly, every recommendation remains under human control. The AI investigates, correlates, and advises, but engineers review, validate, and approve every action before it is taken. No changes are made to production systems without explicit human authorization.

"Across Southeast Asia, engineering teams are proving that AI-powered operations can transform how companies manage complex, multi-country infrastructure at scale. GoTymeX exemplifies this shift. Their engineers built a root cause analysis solution that cut incident resolution times dramatically, directly protecting millions of customers. That is the kind of measurable, customer-first innovation we see when builders have the right tools and the autonomy to use them," said Eric Yeo, Country General Manager for Vietnam, Amazon Web Services.

From Vietnam to the world
Since 2016, GoTymeX has grown to more than 900 engineers, designers, and technology specialists based in Vietnam, building the digital banking platforms that power millions of customers across multiple markets.

The RCA solution is more than a faster way of diagnosing incidents for GoTyme. It represents an important step in GoTyme's broader vision of building intelligent, AI-assisted operations that improve reliability and customer experience at scale, and a scalable approach for AI-driven operations - correlating signals, identifying the true source of failures, and recommending evidence-backed actions across complex distributed systems.

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About GoTyme
GoTyme is a multi-country digital banking group focused on bridging the digital divide in emerging markets by integrating into physical retail ecosystems. Guided by the belief that broader access to financial services unlocks human potential, they serve more than 22 million customers through a team of 2,000+ employees across 7 countries, including South Africa, the Philippines, Singapore, Hong Kong, Indonesia, India, and Vietnam.