Hong Kong, Oct 8, 2018 -- The use of chatbots has taken off in Hong Kong’s banking sector as big banks such as HSBC, Standard Chartered Bank and Hang Seng Bank have introduced artificial intelligence powered virtual assistants to provide 24-hour customer service.
Not to be left behind, BNY Mellon, which focuses on institutional investors, has also introduced a chatbot called Selina.
BNY Mellon’s chatbot can check information on clients’ trading in Hong Kong and US markets.
"We are keen on using fintech and new innovation to meet the needs of our clients," Sammi Cho, chief executive of its Hong Kong branch, said in an interview.
She said the chatbot was not aimed at reducing headcount but at improving overall client experience.
"Our people are our most important asset. While the chatbot will help clients in checking transaction information, this will allow our staff to focus on providing more sophisticated services to our clients such as helping them enter new markets."
The bank has also introduced blockchain and data services for its clients as part of its fintech push.
In September last year, Hong Kong Monetary Authority chief executive Norman Chan Tak-lam introduced seven measures to boost the implementation of fintech to turn Hong Kong into a smart banking city.
"We are fully committed to digitising our services to streamline our operations to enhance our services and operations. We have created a digital team that reports directly to the CEO," she said.
"BNY Mellon believes diversity is very important. We offer opportunities to people regardless of their gender, background and sexual orientation," she said. "People with diverse backgrounds and culture can help bring in different insights to the bank."
Posted by Veronica Silva Cusi, news correspondent
Published: Wednesday, October 10, 2018
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