MalaysiaFinance and insurance2025 – ongoingHong Leong Bank
NotebookLM knowledge assistance for contact-centre staff
Hong Leong Bank consolidated more than 1,500 manuals into NotebookLM for frontline staff
Problem
Frontline staff needed product and service information during customer conversations. Relevant knowledge was spread across many manuals.
Approach
The bank embedded Google NotebookLM in daily contact-centre work. Dedicated notebooks consolidated resource manuals for staff answering customer questions.
Results
28dedicated NotebookLM notebooks, according to the bank
over 1,500resource manuals consolidated, according to the bank
Takeaway
The bank disclosed the knowledge collection's scale without isolating NotebookLM's effect on service performance.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
[1]Hong Leong Bank3 Nov 2025
The bank described daily NotebookLM use across 28 notebooks containing over 1,500 manuals. It did not report a separate productivity measurement for this tool.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
