[ET Net News Agency, 9 January 2018] Hang Seng Bank (00011) is spearheading the use of
artificial intelligence (AI) technologies for retail banking services in Hong Kong, with
two chatbots - "HARO" and "DORI" - to be rolled out within the next two days.
Using AI technologies including machine learning and natural language processing, the
two virtual assistants are able to simulate human-like contextual conversations and
interact with customers. They can communicate in Chinese and English, and can also
understand Cantonese as well as the mixing of English and Chinese. Through interacting
with customers, HARO and DORI will continuously improve their ability to address customer
enquiries.
Reflecting the service objectives of "Helpful; Attentive; Responsive; Omni", HARO will
be available through hangseng.com and the Hang Seng Personal Banking mobile app from 10
January 2018.
Covering the bank's mortgage, personal loan, credit card, medical insurance and travel
insurance services, HARO will handle general enquiries about the products and services,
help customers identify suitable products and provide application information. HARO can
also assist customers with calculating repayment amounts for designated personal and
mortgage loans.
The bank said DORI (Dining; Offers; Rewards; Interactive) will be launched on 11 January
2018. Available through Facebook Messenger, DORI can search and suggest credit card
merchant discounts, and dining and online store offers that suit the personal preferences
and lifestyles of customers. DORI can also make reservations for customers at selected
restaurants.
Additional features will be added to the service scope of HARO and DORI later this year.
Between 11 January and 31 March 2018, Hang Seng credit card holders who chat with DORI
will enjoy a HK$20 Cash Dollars reward upon registration.
In addition, customers will be entitled to an extra HK$50 Cash Dollars reward on a
single transaction of HK$500 spent in one of the selected restaurants if they make their
reservation through DORI. (KL)