TaiwanFinance and insurance2018 – ongoingChang Hwa Commercial Bank
SmartRobot customer and employee assistance
Chang Hwa Bank launched natural-language assistance for customers and employees
Problem
Customer-service staff repeatedly answered similar questions. Employees also needed help finding answers to banking procedures.
Approach
The bank launched its service on December 24, 2018, using Syscom's SmartRobot technology. Semantic understanding retrieved relevant knowledge-base content for customer questions. A separate employee platform answered internal banking questions, while the service center reviewed customer questions daily to adjust the system.
Results
No published figures
Takeaway
The bank supported the assistant with daily language tuning. It did not quantify the resulting cost or time savings.
Categories
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
The bank described its customer assistant and a dedicated employee question-answering platform. It identified SmartRobot as the technology and confirmed the December 2018 launch, without publishing measured savings.
Full details are in the original sources.