AMY™

 

1. What is AMY™?

AMY™ is Malaysia’s first Virtual Assistant for banking customer service - designed to help you with your financial enquiries. Assistance offered by AMY™ is through self-guided and chat menu interface. AMY™ also comes with a Smart Alert feature which will notify you of your application updates and offers tailored just for you.

2. Who can use AMY™?

All AmOnline mobile app users will be able to use AMY™.

3. Where can I find AMY™?

AMY™ will only be available on AmOnline mobile app:

  • Apple App Store on devices running on iOS 9 and above; OR
  • Google Play on devices running Android 5.0 and above.

 

 

 

 

 

 

 

4. Do I need to register to have AMY™ in my AmOnline mobile app?

No. You would only need to update your phone to the latest version of AmOnline mobile app to be able to use AMY™.

5. Why is AmOnline asking me to allow access to media on my device, take photos and manage calls?

AmOnline would require access to the aforementioned items to enable you to:

  • Customize your profile photo within AMY™
  • Initiate a call to AmBank’s Contact Centre via AMY™.

 

 

 

 

 

 

 

6. What can AMY™ do?

As of now, AMY™ can help you with the following credit card services:

7. If I don’t have a credit card, can I still use AMY™?

Yes, AMY™ is available for all AmOnline mobile app users. However, if you do not have a credit card with us, selected services like Activate Card, Check My Card Application Status, Find the Right Card and Call Bank will be available for you. We highly recommend you to apply for a credit card to unlock AMY™’s potential!
We are planning on adding more functions in AMY™, so stick with us!

8. Can I delete or hide the AMY™ avatar in my AmOnline?

No, once you have updated to the latest version of AmOnline mobile app, you will not be able to delete or hide AMY™ avatar. However, you will be able to drag the AMY™ avatar across the mobile app screen if you wish to.

9. Can I still use AmOnline after I launch AMY™?

Yes. AMY™ is designed to complement AmOnline. You can launch and close AMY™ anytime you wish, and you will still be able to use all AmOnline functions as usual.

10. Can I type in AMY™ chat window?

No. For now, AMY™ can only function through self-guided chats. But fret not, it will be coming in one of our future releases. Stay tuned!

11. How do I personalize my profile photo in AMY™?
  • Launch AMY™. Then select “Get Started” and click on the camera icon.
  • Select “Take Photo” to take a picture using your phone’s camera or select “Choose From Library” to use an existing picture in your phone’s album.
  • Once you have selected a photo, you may adjust the position and click “Yes” to save it.
  • You’re all set to use your preferred profile photo.
  • Alternatively, you may click on the red human icon in the chat window (located on the top left-hand side of the screen)
  • Click on the camera icon
  • Select “Take Photo” to take a picture using your phone’s camera or select “Choose From Library” to use an existing picture in your phone’s album.
12. How do I view my credit card details in AMY™?
  • In the AMY™ chat window, select “Manage Card”.
  • Then, click on “View My Card Details”.
  • Your credit card details will be shown.
  • AMY™ will prompt you if your credit card has an overdue payment. You may choose to “Make payment now” and be redirected to AmOnline’s Pay Credit Card page or “Maybe later…”.
13. How do I increase my credit limit in AMY™?
  • In the AMY™ chat window, select “Manage Card”.
  • Then, click on “Increase My Credit Limit”.
  • Select your preferred credit limit increase option.
  • For permanent option, you will be redirected to AmOnline’s Apply Credit Limit Increase page to complete the application.
  • For temporary option, your credit card listing will be shown
  • Select your preferred credit card from the listing by clicking on the card image
  • Next, enter the additional credit limit you want to temporarily increase.
  • Select your preferred tenure for the temporary credit limit.
  • Then, select a reason for the application.
  • If you click on “Others”, you may enter a different reason for the application.
  • Once a reason is entered, you will be shown the Excess Limit Service message and details.
  • To continue, you would need to give your consent to this service and click on “I agree to proceed”.
  • Enter TAC number received on your registered mobile phone to submit the application.
  • Application successfully submitted.
14. How do I perform Balance Transfer in AMY™?
  • In the AMY™ chat window, select “Manage Card”.
  • Then, click on “Save My Credit Card Interest”.
  • Select “Yes, I have a credit card with other banks” to continue with Balance Transfer transaction.
  • You will then be redirected to AmOnline’s Apply Balance Transfer page to complete the transaction.
15. How do I activate my credit card in AMY™?
  • If you have a card pending for an activation, there will be a notification on the AMYTM avatar.
  • Once you launch AMY™, you will be redirected to Smart Alerts, where AMY™ will notify you that you have a card pending activation. You may click on “Activate Card” to continue.
  • Alternatively, In the AMY™ chat window, select “Manage Card”.
  • Then, click on “Activate My Credit Card”.
  • Your card pending for activation will be shown in the card listing.
  • Select a card you want to activate by clicking on the card image, and you have successfully activated the card.
  • AMY™ will prompt you to create a 6-digit PIN for your card.
  • Re-enter your 6-digit PIN.
  • Enter TAC number received on your registered mobile phone to create a new PIN.
  • New 6-Digit PIN successfully created.
16. How do I report Lost or Stolen credit card?
  • In the AMY™ chat window, select “Emergencies”.
  • Then, click on “Report Lost/Stolen Card”.
  • Select the card that you wish to block by clicking on the card image.
  • Choose the reason for blocking your card.
  • Your card has been successfully blocked. AMY™ will automatically initiate the replacement of your card.
  • Select an address for the card delivery and your card replacement request is successfully submitted.
17. How do I request for QuickCash in AMY™?
  • In the AMY™ chat window, select “Emergencies”.
  • Then, click on “Get Urgent Cash”.
  • Select “Yes, I’m interested” to continue with QuickCash transaction.
  • You will then be redirected to AmOnline’s Apply QuickCash page to complete the transaction.
18. How do I reset my credit card PIN in AMY™?
  • In the AMY™ chat window, select “Emergencies”.
  • Then, click on “Reset My Credit Card PIN”, and select the card you wish to reset its PIN.
  • AMY™ will prompt you to create a 6-digit PIN for your card.
  • Re-enter your 6-digit PIN.
  • Enter TAC number received on your registered mobile phone to create a new PIN.
  • New 6-Digit PIN successfully created.
19. How do I request for a credit card replacement in AMY™?
  • In the AMY™ chat window, select “Emergencies”.
  • Then, click on “Replace My Card”.
  • Select the card that you wish to replace by clicking on the card image.
  • Select an address for the replacement card delivery.
  • Click “I agree to proceed” to continue with the card replacement.
  • TAC will be sent to your registered mobile phone number.
  • Enter TAC number received on your registered mobile phone to continue.
  • Your card replacement request is successfully submitted.
20. How do I apply for a credit card in AMY™?
  • If you do not have a credit card with us yet, you may select “Find The Right Card” from the AMY™ chat window menu.
  • If you want to apply for an additional credit card, you may select “Card Application” in the AMY™ chat window.
  • Then, click on “Apply New Credit Card”.
  • Enter your monthly income.
  • Select a credit card type.
  • Choose your preferred spending category. You may choose up to 3 spending categories.
  • AMY™ will display a list of credit cards that match your preferences.
  • Select the card that you wish to apply by clicking on the card image.
  • You will then be redirected to AmOnline’s Apply Credit Card page to complete the application.
21. How do I apply for a supplementary credit card in AMY™?
  • In the AMY™ chat window, select “Card Application”.
  • Then, click on “Apply Supplementary Card”.
  • You will then be redirected to AmOnline’s Apply Supplementary Card page to complete the transaction.
22. How do I check my credit card application status in AMY™?
  • In the AMY™ chat window, select “Card Application”.
  • Then, click on “Check My Card Application Status”.
  • Your card application status will be displayed accordingly.
23. How do I call the bank through AMY™?
  • Click on the telephone icon.
  • Then, click on “Call Bank +603 2178 8888” button.
24. Is AMY™’s service available 24 hours a day?

Yes, you may use AMY™ in AmOnline mobile app anytime, anywhere!
*excluding scheduled maintenance period

25. What should I do if I did not receive any status updates for my request?

Depending on the request, AMY™ can help you file a follow up request on your behalf through AmOnline Secure Inbox. From there, a representative will get in touch with you on the matter.

26. Can I use the “Live Chat” function to chat with an agent?

This function is currently unavailable. You may however use the “Call Bank” function to directly call the Bank’s Contact Centre for further assistance

27. Is it safe to perform requests within AMY™?

Absolutely! AMY™ exists within AmOnline mobile app, which is already enhanced with security features to ensure your transactions are secure and safe.

28. Can I access AMY™ after jailbreaking or having rooted my mobile device?

As a security precaution, devices that have been “jailbroken” or “rooted” are not able to use AMY™. This is enforced by the AmOnline mobile app.

29. Can I use AMY™ on another device?

Yes, you may use AMY™ on any other devices upon successfully logging into AmOnline using your own AmOnline account username and password.

30. Can I use AMY™ to perform a request on behalf of others?

No, you cannot. AMY™ is built to offer assistance that is personalized to you only.

31. Will my chat history be stored in AMY™ after I am done performing my requests?

No. All chat history on AMY™ will be cleared after each chat session ends

32. How do I view past requests performed in AMY™?

Not to worry! You will receive transaction notifications both via email and SMS, as and when you perform a request via AMY™.

33. What will happen if I leave AMY™ in the middle of a chat?

Your request will not be processed, and you would need to start the entire conversation if you still wish to proceed with the request.

34. What language is AMY™ available in?

AMY™ is currently available in English only.

35. Who should I call if I encounter problems when using AMY™?

You may call our Contact Centre for further assistance.