IBM Watson to Serve Hong Leong Bank Customers

IBM partners Hong Leong Bank to introduce Cognitive Banking

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

IBM partners Hong Leong Bank to introduce Cognitive Banking
IBM partners Hong Leong Bank to introduce Cognitive Banking

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.

Edward Pinto, Chief Operating Officer for Customer Experience & Analytics, Hong Leong Bank
Edward Pinto, Chief Operating Officer for Customer Experience & Analytics, Hong Leong Bank

“… 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

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:

 

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

Hong Leong Connect PEx+ Mobile Payment Service in Malaysia

Hong Leong Bank PEx+
(Left to Right) Galvin Yeo – General Manager, Digital Innovation and Transactional Banking (Retail), Hong Leong Bank. YM Raja Teh Maimunah, Managing Director/Chief Executive Officer of Hong Leong Islamic Bank

Hong Leong Bank (HLB) introduces Hong Leong Connect PEx+ (Payment Express Plus), a new mobile transfer payment service in Malaysia.

Hong Leong Connect PEx+ is a cardless payment method to merchants. HLB customer needs to download the Hong LEong Connect mobile app and select PEx+ on the app home screen. After enter user’s password, customer then scan the merchant’s QR code at the cashier counter to make payment, cashless & cardless.

PEx+ Merchant Payment screenshots
Interface of Hong Leong Connect App. Available on Apple iOS AppStore, Android Google Play, Blackberry World or Windows Phone stores.

Hong Leong bank PEx+_0008

In 2011, HLB launched Payment Express (PEx) mobile money transfer service to make payments to any individuals. The new PEx+ service enable personal to make instant payment to merchant accounts.

Hong Leong Connect PEx+ is now accepted at 8 locations, with more merchants expected soon:

  • La Boca Café (Life Centre)
  • Skillet@163 (Fraser Place)
  • Simply Green Salad (Fraser Place)
  • Yokozuna (Fraser Place)
  • Hayadon (Wisma Cosway)
  • Claypot Station (Wisma Cosway)
  • BBQ Nights (Rohas Perkasa)
  • LaTerrace Café (Crown Regency)

Hong Leong Bank PEx+_0010

Customers will enjoy an introductory discount of 8% by using the PEx+ service at all participating merchants from 1 April to 30 June, 2015.

Hong Leong Connect app is free downloat at Apple iOS AppStore, Android Google Play, Blackberry World or Windows Phone stores.

➤ Hong Leong Connect