Standard Chartered Bank takes home the Taiwan Technology Excellence Award for AI - Banking at the Asian Technology Excellence Awards

The AI Voicebot aims to support the operations team by handling the most basic cases and ensuring better service quality.

Standard Chartered Bank Taiwan clinched the Taiwan Technology Excellence Award for AI - Banking award at the recently held Asian Technology Excellence Awards for its capabilities in providing better customer experience through the AI Voicebot project.

The project leverages AI and deep learning technologies, which can support the digital transformation to automate the manual processes of the bank. Through the AI Voicebot project, the bank has set up different business scenarios to support the operations team for the large volume of daily outbound calls, which can enhance customer engagement and allow the team to be able to focus on complicated cases.

An example of the AI Voicebot’s capabilities is that when customer’s statement has been returned, the AI Voicebot will call the customer to confirm his/her address for future statement delivery.  

Also, when the bank receives inward telegraphic transfers, the AI Voicebot will call the customer to check the purpose of payment as well as account details to release payment. These services can let the bank be scalable for future business growth with a large volume of outbound calls at the same time to reduce the number of manual errors being made.

The AI Voicebot service has made a positive impact as it can support most of the basic cases, and the operations team can now focus more on the complex cases to ensure better service quality.

By leveraging machine learning technology for the voice recognition feature, the company is able to differentiate itself from its competitors as they can be more precise in the voice-to-text capabilities and ensure a high accuracy rate, as well as identify the customer’s queries and answer them correctly.

“We will involve more and more business scenarios for AI Voicebot in the future to meet customer’s needs, and consider the customer feedback to adjust the outbound call script and strategy, which can support our future strategy to reduce manual work and be more efficient for outbound call service,” the bank said.

With the voicebot service now being able to handle several business use cases, Standard Chartered is confident that by involving more business scenarios in the future and further leveraging machine learning technologies, they will be able to provide a greater customer experience for the banking service.

The Asian Technology Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. If you want to join the 2023 awards programme and be acclaimed for your company's outstanding retail initiatives, please contact Jane Patiag at [email protected].