By Geraldine Tan
Hong Leong Bank Bhd will leverage cognitive learning system IBM Watson to enhance its customer engagement for its credit card services, IBM announced in a press release today.
Besides functioning as an online customer self-service advisor, IBM Watson technology also serves as an internal service supporting the bank’s call centre service advisors.
Additionally, IBM Watson will help the bank’s service advisors analyse large volumes of data, such as research reports, product information and customer profiles, and also identify connections between customers’ needs and weigh various financial options for 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, Hong Leong Bank’s chief operating officer for Customer Experience and Analytics.