Hong Leong Bank (HLB) omni-experience projects cut across the bank’s operations, improving frontline productivity, optimizing cost-to-income ratio, and increasing customer satisfaction (CSAT) scores. Among its initiatives include an AI chat advisor on its website and internet banking platforms which answers general inquiries on HLB products and services to reduce customer contact with call center agents, a robotic concierge designed and built to interact, identify, and match customer requests to HLB products, a real-time feedback system with social media sentiment monitoring, and omni-channel analytics dashboards.
Hong Leong Bank’s Predictive Customer Intent System has further improved CSAT scores, as it makes use of machine learning to predict a customer’s call intention based on recent banking and interaction activities with the bank. It also provides a 360-degree view of customers, displaying contact history, product holdings, recent transactions, and eligible cross or upsell offers. With its omni-channel integration in place, Hong Leong Bank has met and exceeded its internal CSAT targets.