TaiwanFinance and insurance2021 – ongoing

Land Bank of Taiwan

Self-learning AI customer-service chatbot

Land Bank of Taiwan reported 629,048 uses of its AI customer service in 2022

WorkingCompany's own claimOfficial ↗

Problem

Customers needed access to banking information outside staffed service hours. The bank sought to provide answers across its financial products.

Approach

The bank combined its service team's knowledge with a financial-language repository for online inquiries. Self-learning AI software recommended answers based on frequently asked questions. Quick menus supported common banking inquiries.

Results

629,048chatbot uses in 2022, reported by Land Bank of Taiwan; not unique customersCompany's own claim[1]

112.30%year-on-year growth in chatbot uses in 2022, reported by the bankCompany's own claim[1]

Takeaway

The reported usage measured service demand; the bank did not disclose how many inquiries were resolved without staff.

Sources

2022 Land Bank of Taiwan Sustainability Report
Land Bank of TaiwanJul 2023Company publication

Source summaries

[1]Land Bank of TaiwanJul 2023

The bank described self-learning AI that recommended answers for online banking inquiries. It reported 629,048 uses in 2022, an increase of 112.30%.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026