Hang Seng unveils chatbot duo in HK first

Hang Seng Bank, a subsidiary of the HSBC group, has announced it has become the first Hong Kong bank to deploy artificial intelligence (AI) chatbots for its retail banking services.

Utilising machine learning and natural language processing, the two virtual assistants – named HARO and DORI – are able to interact and simulate human-like contextual conversations with customers, the bank said.

“They can communicate in Chinese and English, and can also understand Cantonese as well as the mixing of English and Chinese,” the bank said in a release. Machine learning capabilities will also allow both HARI and DORI to continuously improve their ability to address customer enquiries as they increase their interactions with customers.

Margaret Kwan, Hang Seng’s executive director and head of retail banking and wealth management, said the bank “will continue to enhance the capabilities of our virtual assistants and broaden our digital service scope to meet the evolving needs of our customers.”

HARO, which stands for ‘Helpful; Attentive; Responsive; Omni’, is available through the company’s website and mobile banking app. The HARO chatbot covers the bank’s mortgage, personal loan, credit card, medical insurance, and travel insurance services, and handles general enquiries on banking services, as well as identifying suitable products and providing information on applications.

DORI, or ‘Dining; Offers; Rewards; Interactive’, is a dedicated lifestyle and events booking service for Hang Seng customers, helping search and suggest credit card merchant discounts, as well as dining and online stores tailored for the personal preferences of customers. The service is available through Facebook Messenger platform.


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