TaiwanFinance and insurance2019 – ongoingFubon Financial
Fubon Securities AI customer-service chatbot
Fubon Securities' chatbot passed 1 million uses by March 2022
Problem
Growing online trading increased demand for customer support. Fubon Securities wanted to expand capacity beyond its telephone service.
Approach
The securities company launched an AI chatbot in late 2019. It answered questions through illustrated conversations and linked to instructional videos. Customers could reach it within electronic trading platforms.
Results
Takeaway
The chatbot expanded access within customers' trading interfaces. Usage figures did not establish how many inquiries it resolved.
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
Fubon described its securities subsidiary's chatbot and integration with trading platforms. It reported cumulative uses and monthly service volume relative to human support.
Full details are in the original sources.