Hang Seng Bank : Rolls Out AI Chatbot for Business Banking Services (15 May 2018)

15 May 2018

Hang Seng Rolls Out AI Chatbot for Business Banking Services

As part of its ongoing initiatives to provide a seamless digital service experience for SME and commercial customers, Hang Seng Bank is rolling out a new Business Banking chatbot.'BERI', whichuses artificial intelligence (AI) technologies, will be available to assist customers from tomorrow (16 May 2018).

BERIwill handle general enquiries about the Bank's Business Banking services, including the features of deposits and integrated accounts, cash management services, and all service channels-including ATMs, Phone Banking, Business e-Banking and service outlets. BERI can also provide customers who are interested in opening an account with relevant information on the account opening process and requirements.

Mr Donald Lam, Head of Commercial Banking at Hang Seng, said: "Hang Seng is committed to providing SMEs and commercial customers with comprehensive and convenient solutions through continuous investment in fintech and service channels. The launch of BERI, our new virtual assistant, sees us take a significant step forward in using digital services to meet the changing business needs of our customers in a dynamic operating environment."

Using AI technologies such as machine learning and natural language processing, BERI is able to simulate human-like contextual conversations and interact with customers. It can communicate in Chinese and English, and can also understand Cantonese as well as the mixing of English and Chinese.

Reflecting the service objectives of 'Business; Efficient; Responsive; Interactive',BERI will be available through hangseng.com/business and the Hang Seng Business Mobile App.

The new virtual assistant is the latest in a range of digital solutions that Hang Seng provides for SME and commercial customers. The Bank recently launched Live Chat, an online messaging service on hangseng.com/business that enables customers to contact customer service officers at any time and from any location with internet access. An online platform launched in April enhances the efficiency of the account-opening process by allowing customers to pre-fill information and upload related documents before visiting a Business Banking Centre to complete the account-opening procedure.

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The Bank will continue to enhanceBERI'scapabilities and introduce more fintech and digital initiatives for Commercial Banking customers.

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Photo Caption

Mr Donald Lam (centre), Head of Commercial Banking at Hang Seng Bank; Ms Wendy Yuen (left), Head of Business Banking; and Mr John Wong, Head of GlobalLiquidity and Cash Management, unveil BERI, Hang Seng's AI chatbotfor Business Banking services.