Is AI the Standard Configuration for Future Exchanges? A Comprehensive Discussion on AI Integration by Bybit’s CEO

04/23/2025

Cryptocurrency Exchange Bybit CEO Ben Zhou Shares Insights on AI Integration

Today, Ben Zhou, CEO of cryptocurrency exchange Bybit, publicly shared on the X platform how Bybit has fully integrated artificial intelligence (AI) technology into its platform operations and user services. He emphasized that while AI can significantly enhance efficiency and data processing capabilities, it is essential to maintain a human touch to genuinely engage users.

User-Centric: Three AI Tools Reshaping the Trading Experience

Ben Zhou first introduced three major AI tools launched by Bybit for clients, aimed at providing smarter and more convenient services:

CryptoLens: A one-stop solution to help you understand what a project is doing. CryptoLens is an AI-driven deep analysis tool developed by Bybit, assisting users in comprehensively grasping any crypto project, covering aspects from community sentiment and fundamentals to tokenomics. This tool can be used to explore projects even if they are not listed on Bybit.

TradeGPT: Making technical analysis instant and simple. TradeGPT is an AI agent independently trained by Bybit that provides real-time price trend analysis and access to various trading tools, particularly suitable for professional traders seeking market speed.

AI Customer Assistant: Intelligent customer service that combines efficiency and empathy. Bybit has also implemented an AI customer service system that quickly responds to about 80% of common user inquiries, such as KYC reviews and withdrawal progress. For situations requiring emotional engagement, human customer service representatives still take over, maintaining service warmth.

Smart Operations: Six AI Internal Applications Enhancing Corporate Efficiency

In addition to client-side applications, Ben Zhou also shared how Bybit utilizes AI technology internally to optimize operational efficiency across various domains, including testing, translation, internal training, project management, legal affairs, and software development:

AITest: Bybit has a testing team of over a hundred people, using AI to automate processes and accelerate quality control before the launch of new features.
AITranslation: Supporting over 20 languages and servicing more than 160 countries, AI translation is not only fast but also aligns with blockchain-specific terminology, accurately conveying every piece of information.
AIWiki: AIWiki consolidates internal policies, HR information, and professional terminology, serving as an intelligent textbook for new employees.
OSOP: OSOP is Bybit’s core operational system that centralizes the management of global activities and product deployments, enhancing project collaboration and advancement efficiency.
AILegal: Bybit’s legal department uses AI to assist in the issuance and filtering of documents, enabling quick completion from lending contracts to primary loan agreements, saving significant manpower.
AICoding: Although still in the experimental stage, Bybit has begun exploring the potential of AI in foundational programming development, showcasing its ambition for technological innovation.

The Key to Harmonizing AI and Humanity

However, even though AI is a powerful tool for enhancing efficiency, Ben Zhou still believes that “empathetic” services must be provided by humans, using customer service personnel as an example: Users facing problems need “quick and accurate responses,” rather than mere interactive chatting. He added, “If AI has appropriate access rights and security mechanisms, it can support users in real-time, but in emotional or contentious situations, human intervention remains irreplaceable.”

Is AI the Standard for Future Exchanges?

Headquartered in Dubai, Bybit has become one of the leading cryptocurrency exchanges globally since its establishment in 2018. Despite facing a hacking incident earlier this year that resulted in a loss of up to $1.4 billion, its swift recovery of funds and strengthened security measures demonstrate robust crisis response capabilities. Now, through AI technological innovation, Bybit is once again at the forefront of the industry.

Risk Warning

Investing in cryptocurrencies carries a high level of risk, and prices can be extremely volatile. You may lose all your principal. Please assess risks cautiously.