MalaysiaFinance and insurance2023 – ongoingRHB Bank
Generative AI assistant for frontline service staff
RHB said its frontline AI chatbot saved time and made service responses more consistent
Problem
RHB needed frontline employees to answer customer enquiries efficiently and provide consistent service.
Approach
The bank rolled out a generative AI chatbot to help frontline staff prepare responses to customer enquiries in 2023. RHB reported time savings and more consistent service quality. Increasing user numbers and adding capabilities remained plans for the next phase.
Results
No published figures
Takeaway
RHB put the assistant behind frontline employees. It did not quantify the time saved or disclose how it assessed response consistency.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
RHB reported deploying a generative AI chatbot for frontline customer-service employees. It attributed time savings and more consistent service to the chatbot, without providing numerical results.
Full details are in the original sources.
