Local bank revs up customer service delivery with IBM Watson-powered virtual assistants

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Hong Kong has one of the world’s most competitive banking markets, with 22 banks operating full-service networks across a city with a population of 7.41million. Good service is key to building and retaining market share among Hong Kong’s personal and business banking customers. The ability of AI-powered virtual assistants to engage customers with a faster, simpler and more convenient service experience is therefore an attractive proposition.

Hang Seng Bank, a leading domestic bank renowned for its commitment to high-quality service, has embarked on its personalized service improvement journey by launching virtual assistants to answer enquiries from personal and business banking customers, submitted through its website and mobile banking apps.

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