Hong Leong Bank Berhad (HLB or the Bank) has scored another award by winning the Omni-Experience Innovator for Malaysia award at the IDC Digital Transformation Awards 2018 (DXa), living up to its vision of being a highly digital and innovative ASEAN financial institution. The Bank won for its Predictive Customer Intent CRM System, an omni-experience project that cuts across the bank’s operations, improving frontline productivity, optimizing cost-to-income ratio, and increasing customer satisfaction (CSAT) scores. Among its initiatives include an artificial intelligence (AI) chat advisor on its website and internet banking platforms which answers general inquiries on HLB products and services to reduce customers’ waiting time when contacting the call center agents; a robotic concierge designed and built to interact, identify, and match customer requests to HLB products; a real-time feedback system with social media sentiment monitoring; and omni-channel analytics dashboards.
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