IBM Watson to Serve Hong Leong Bank Customers

Soon, you will be talking to IBM Watson at Hong Leong Bank customer service centre.

IBM announced that Hong Leong Bank is the first Malaysian bank and first Malaysia organisation to implement IBM Watson, a cognitive learning system.

In the multi-year programme, IBM Watson would function as an online customer self-service advisor with 24/7 support for credit card holder enquiries, as well as internal service supporting Hong Leong Bank call centre service advisors.

IBM Watson will also help to analyse large volumes of data (research reports, product information, customer profiles, etc), identify connections between customers’ needs and weigh the various financial options available to the customers.

“… The IBM Watson technology provides us this advantage by allowing us to understand the context of customer needs and preferences, which will reduce call waiting time and ensure greater consistency and accuracy of information” said Edward Pinto, Chief Operating Officer for Customer Experience & Analytics, Hong Leong Bank.

“Hello, I am Watson”

For Hong Leong Bank customers, it means you will have round-the-clock access via online live chat to information about general credit card term, policies, and procedures, as well as to find the most suitable card to match your lifestyle needs.

Currently, IBM Watson at Hong Leong Bank is in the prototype stage and expected to serve the Bank’s customers in 6 months. In case you are wondering, Watson speaks English only. Sorry, no Bahasa.

Chong Chye Neo, IBM Malaysia Managing Director

“The future bank is knowledge driven and convenes operations and offerings around its customers and their economic choices.” — Chong Chye Neo, IBM Malaysia Managing Director.

IBM Watson is capable of making sense of unstructured data and data processing speed up to 500GB per second. It will answer your enquiries under 3 seconds, in human language.

Watch the following video about how IBM Watson work:

https://youtu.be/AtdJ1DGJjXA

For more information, please visit www.hlb.com.my and ibm.com/Watson