TaiwanFinance and insurance2017 – ongoingCTBC Bank
Little C intelligent customer service
CTBC reported 120,000 monthly uses of its Little C customer-service chatbot
Problem
CTBC needed to answer recurring credit-card questions and give customers access to account information through digital channels.
Approach
CTBC introduced Little C within its LINE financial services and connected customer service to other bank channels. The bank built its knowledge base from customer conversations and continued refining it after launch. Customers could move between AI and human service within the same platform.
Results
Takeaway
The reported question-recognition rate measured understanding of customer questions; it did not establish that the chatbot resolved those questions without staff.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
CTBC's presentation described Little C and its combination with human customer service. It reported 120,000 monthly uses, 92% question recognition and 85% customer satisfaction.
Full details are in the original sources.