Remitly, an international payments company, is harnessing artificial intelligence to streamline its operations and enhance customer experiences.
As outlined in a recent letter from CEO Matt Oppenheimer, published on July 17, 2025, Remitly is embracing AI as a potentially transformative tool, comparable to the advent of the internet or the shift to mobile technology.
This pivot underscores Remitly’s commitment to reimagining cross-border financial services.
With a presence in over 170 countries and a mission to make international money transfers faster, more affordable, and transparent, Remitly is positioning itself as a key player in the fintech space by integrating AI into every facet of its business.
However, many other Fintechs are planning to do the same or have done so already. Moving forward, it will be more important to ensure the reliability and effectiveness of online transactions rather than simply adding new breakthrough technologies like AI to the product suite.
Founded in 2011 by Matt Oppenheimer, Josh Hug, and Shivaas Gulati, Remitly has grown from a startup to a publicly traded company on the Nasdaq, serving approximately 8 million active customers.
Its digital-first approach eliminates the complexities and high fees associated with traditional remittance services, making it a preferred choice for immigrants sending money to family and friends across borders.
The company’s recent financial performance highlights its momentum: in Q1 2025, Remitly reported a 34% year-over-year revenue increase to $361.6 million and a net income of $11.4 million, a significant improvement from a $21.1 million loss the previous year.
These results reflect Remitly’s ability to scale efficiently while leveraging AI to enhance operational performance and customer satisfaction.
Oppenheimer emphasizes that AI is not just a tool but a catalyst for redefining how Remitly operates.
He stated:
“AI is reshaping our world at an astonishing pace, and on a scale as profound as the internet, the personal computer, or shift to mobile.”
The company is integrating AI across its functions to challenge assumptions, streamline processes, and hopefully deliver better outcomes for customers.
For instance, Remitly’s Identity & Trust team has employed machine learning to combat fraud, reducing fraud interventions by over 25% and transaction losses by more than 30% compared to the previous year.
This is said to ensure faster, more secure transactions for users, addressing the growing challenge of global financial fraud, which saw consumers lose over $10 billion in 2023, according to the FTC.
Another significant advancement is Remitly’s AI-powered virtual support assistant, which reportedly resolves customer issues four times faster than traditional support, cutting average resolution time by 75%.
This enhances the customer experience by providing faster, reliable assistance in 18 languages, aligning with Remitly’s commitment to accessibility and inclusivity.
Additionally, the company developed an AI-based system to streamline marketing compliance, reportedly achieving 95% accuracy and 97% recall in identifying compliance issues for English text content.
This reduces the time-to-market for marketing materials and minimizes friction between marketing and legal teams, further demonstrating AI’s role in operational efficiency.
Remitly’s AI strategy is grounded in a customer-centric ethos.
“Our customers will always come first,” Oppenheimer asserts, emphasizing that AI will be used to uphold trust and align with the company’s vision of financial inclusion.
By providing employees with access to AI tools and fostering a culture of continuous learning, Remitly empowers its team to adapt in real time.
This approach is critical in a competitive landscape where AI-native disruptors are emerging, and Remitly aims to stay ahead by combining human creativity with technological advancements.
Looking ahead, Remitly plans to explore emerging technologies like cryptocurrencies and stablecoins while continuing to expand its AI-driven initiatives.
With a focus on scalability, transparency, and customer trust, Remitly claims that it is positioned to enable the digital transformation of cross-border payments.
By empowering its workforce and leveraging AI’s potential, Remitly is hoping that it will be adapting to change while shaping the future of digital financial services.