TaiwanFinance and insurance2018 – ongoingMega Bank
Xiao Mie AI customer service
Mega Bank reported that Xiao Mie handled 42% of customer-service traffic
Problem
Customers faced waits for telephone support, while the bank faced service staffing shortages.
Approach
Mega Bank launched Xiao Mie in 2018. It combined FAQ and natural-language-understanding models with APIs connected to internal databases. The service offered relevant follow-up options, such as credit-limit adjustments after available-credit inquiries.
Results
42%share of customer-service traffic handled by the assistant, up from 12% initially, according to Mega Bank
96%response hit rate reported by Mega Bank; the bank did not define the measure
Takeaway
Database connections let the assistant support account-related inquiries and offer a relevant next action.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
[1]Central News Agency, Howlife31 Jul 2023
Mega Bank described Xiao Mie's models and database connections. The bank reported a 42% traffic share and a 96% response hit rate.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026