The Hong Kong Personal Banking team is looking for innovative tech solutions to improve our customer care system to enhance agent’s operation and better serve our client’s needs. Our clients reach out to customer service through the following mediums of interaction: majority are phone calls; around 1/3 are through live text chat and chatbot and only a small percentage of clients use email.

A desired solution(s) may cover the following:

• Streamlining the customer care agent’s access to customer data as now information is dispersed across multiple bank systems

• Need to be capable both in English and Traditional Chinese languages

• Automatically aid the customer care agent in providing information about promotions and procedures

• Make it easier for customer care agents to search the right solution for the right client

• Able to understand the context of the documents, conversation between agents and customers, and provide relevant information to the agents to assist them in responding to customer inquires

• Create transcripts of spoken conversations, and use these to provide suggested answers

• Any other innovative approaches that may address the problem statement

Technologies we are exploring for Hong Kong use case:

• Knowledge base enhancements and search functionality improvements

• Generative AI tools

• Workflow automation

• Mixed language speech-to-text and natural language processing solutions

• Speech analytics solutions

• Any other technologies that can address the problem statement