The customer

Krungthai Card Public Company Limited (KTC) operates Thailand’s leading credit card business, offering credit cards, merchant acquiring, payment services and personal loan products (including auto title loans, nano finance, electronic money, hire purchase and leasing).

As of March 31, 2025, KTC served approximately 3.5 million accounts - comprising 2,796,551 credit card accounts and 690,178 personal loan accounts - supported by 11 KTC TOUCH service points across Bangkok, metropolitan areas, and Chiang Mai.

The challenge

Faced with a surge of over 4,700 new applications daily, KTC’s legacy systems struggled to efficiently onboard genuine customers at scale while mitigating rising fraud risks.

Before adopting GBG Instinct, KTC encountered three critical pain points:

1. Inefficient historical checks – Manual processes for cross-referencing applications consumed excessive resources.

2. High IT dependency – Frequent involvement of the IT team for rules configuration delayed responses to evolving fraud trends.

3. Lack of centralised case management – Disjointed workflows and siloed data extended approval times and increased compliance risks.

The solution

In 2019, KTC partnered with GBG to deploy GBG Instinct, integrating it into retail credit application channels.

Key capabilities included:

• Sub-second application processing for frictionless onboarding of genuine applicants
• Smart workflows and user-friendly interface, reducing manual intervention and IT bottlenecks
• Scalability to handle over two million applications daily with precise and fuzzy matching
• Centralised case management with real-time analytics, consolidating siloed data sources

Between 2024 and 2025, as synthetic identity fraud surged globally, KTC initiated an Instinct Hub version upgrade to help streamline case management to accelerate investigations of complex financial crime and achieved a false positive rate of just 0.35%, minimising customer friction and investigation.

The outcome

Since implementing GBG Instinct, KTC has achieved:

• Higher fraud detection accuracy with automated, rules-driven decisioning
• Reduced approval times, enabling faster customer onboarding
• Operational efficiency gains, freeing fraud investigation teams to focus on high-value cases
• Expanded use cases, applying Instinct beyond credit cards to personal loans and auto loans

Together, these improvements enabled KTC to securely scale retail credit services while maintaining a seamless customer experience.