Hong Leong Bank Partners IBM to Transform its Customer Engagement Model and Internal Operations
Hong Leong Bank is now the first Malaysian bank to implement IBM Watson to enhance the customer support for its credit card services. The cognitive learning system would function as an online customer self-service adviser, as well as an internal service supporting the Bank’s call center service advisers.
“Cognitive banking builds upon the personalization and digitization trends in banking over the last decade. The future bank is knowledge driven and convenes operations and offerings around its customers and their economic choices. This strategic partnership with Hong Leong Bank Berhad allows them to anticipate and respond to the changing market; and transform the relationship between the bank and its customers,” said Chong Chye Neo, Managing Director, IBM Malaysia.
IBM Watson will also help in analyzing large volumes of data, including research reports, product information and customer profiles, identify connections between customers’ needs, and weigh the various financial options available to the customers.
“Customers have come to expect higher levels of integrated and timely service, with an increasing need for exceptional phone and online experience. We need to ensure that our systems are able to anticipate customer needs so that we may proactively provide solutions. 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,” added Edward Pinto, Chief Operating Officer, Customer Experience & Analytics, Hong Leong Bank.
According to a joint statement by the two companies, this is only the initial stage of a multi-year program.
(From left to right) Dominic Mascrinas, Chief Operating Officer, Group Strategic Support of Hong Leong Bank; Edward Pinto, Chief Operating Officer, Customer Experience & Analytics of Hong Leong Bank Berhad; Chong Chye Neo, Managing Director of IBM Malaysia; and Hong Kok Cheong, Country General Manager, IBM Software Group.