TaiwanFinance and insurance2017 – ongoing

First Financial Holding

First Bank Xiao e customer-service chatbot

First Bank reported 98% response accuracy for its Xiao e chatbot

WorkingCompany's own claimOfficial ↗

Problem

First Bank needed to answer banking questions across its digital channels and make support accessible outside staffed service hours.

Approach

The bank deployed Xiao e using machine learning and natural-language analysis. Customers accessed it through LINE, the bank's website and its apps. The service included English support and received AA accessibility certification.

Results

98%response accuracy reported by First Financial HoldingCompany's own claim[1]

1,826,690cumulative service uses through the end of 2025, rather than unique customersCompany's own claim[1]

Takeaway

The bank reported substantial cumulative usage alongside response accuracy. It did not disclose how it measured accuracy.

Sources

數位創新與包容
First Financial Holding2026Company publication

Source summaries

[1]First Financial Holding2026

The holding company described First Bank's machine-learning customer-service chatbot and its digital access channels. It reported cumulative service uses through 2025 and 98% response accuracy.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026