Bybit, the world's second-largest cryptocurrency exchange by trading volume, launched a conversational AI assistant on Sept. 9 that consolidates trading, account management, and customer support into a single chat interface. The tool carries out plain-language requests such as checking portfolio balances, placing trades, or submitting support tickets, reducing the need to navigate separate menus and dashboards.
The assistant, called Bybit AI, covers Spot, Futures, Options, Bybit Earn, Copy Trading, Trading Bot, Loans, P2P, Bybit Card, and Spot X. Users can also access the Rewards Hub and manage subscriptions through the interface. On the support side, the system is integrated with Bybit's customer service operations and works alongside human agents rather than replacing them.
How the assistant handles support
Bybit said the combination of AI and human agents is intended to resolve queries faster while keeping a human touch for cases that need extra help. For customer support teams, that means the assistant can absorb routine, repetitive requests - balance checks, subscription changes, ticket submissions - while agents focus on complex issues.
Rockman Zhang, Bybit's chief technology officer, described the architecture as infrastructure that individual business lines plug into. "We are not looking to add another dashboard or bolt on another chatbot," he said. "The goal is to make it easier for users to find what they need and take action in one place, with a simple interface that brings the right products and services together."
Ben Zhou, co-founder and CEO, framed the launch as a step toward an AI-native financial platform. "The idea is simple: you tell Bybit AI what you want to do, and it helps you find the right products and services to get it done, like having a team of financial experts right in your pocket," he said.
Security and account isolation
To use Bybit AI, eligible users activate the feature, which creates a dedicated sub-account isolated from their main balance. Bybit said this design mitigates potential AI-related risks, and onboarding requires no API key or manual setup. The company also outlined plans to connect trading, earn, loans, card, and customer support through Open API, presenting its services as one continuous assistant.
Bybit, based in Dubai and reporting more than 80 million users, has been expanding its product ecosystem as competition among major crypto exchanges intensifies. Rivals have integrated AI capabilities, but placing a conversational layer across the full product range is a broader attempt to unify the experience.
Why this matters for customer support professionals
Bybit AI signals where support roles are heading: AI handles routine, high-volume requests inside the same interface where customers transact, while human agents take over escalated or nuanced cases. Support teams evaluating similar tools should watch how this rollout affects ticket volume, resolution times, and agent workload. For those looking to build skills in this area, AI Learning Path for User Support Specialists covers helpdesk automation and AI-driven support workflows, and AI for Customer Support offers additional context on the tools reshaping the field.
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