The chatbot will be supporting insurance services and is expected to be introduced in early 2022.
The chatbot uses Google Cloud‘s AI tech and HKBNES’s ICT capabilities to provide voice dialogue and enhanced services for YF Life’s clients.
In order to support its business strategy, YF Life aims to offer improved, seamless customer experiences. The company aims to service the multi-lingual requirements of its clients.
To facilitate YF Life to fulfill customer requirements, along with the finance and insurance regulatory compliance guidelines, HKBNES has created a new chatbot that leverages Google Cloud’s Contact Center AI.
This sophisticated speech recognition software is able to support seamless text and voice conversations in three different languages, which includes Cantonese that had been a challenge for legacy applications.
The Cantonese voice chatbot brings together Interactive Voice Response (IVR) and a Cloud platform for improved scalability, and also reduces queuing and chat times. Additionally, the chatbot can take part in product up-selling and cross-selling (with the help of interactive dialogue).
YF Life is now able to better utilize its human resources and increase its focus on supporting its digital transformation strategy.
Daryl Cheng, Senior Vice President of Management Information Systems of YF Life, remarked:
“The Cantonese voice chatbot initiative demonstrates our determination to harness fintech opportunities. Thanks to the technological capabilities of HKBNES and Google Cloud, we can have comprehensive solutions that go beyond market norms and offer our customers outstanding service. Going forward, YF Life will continue with its customer-oriented approach to innovate and provide the best risk- and we alth-management solutions to enhance the customer experience. Our aim is to evolve into a technology-enhanced insurance company serving Hong Kong, the Greater Bay Area and beyond.”
Lucy Werner, Head of Google Cloud Hong Kong, stated:
“We are happy to see Hong Kong companies choosing Google Cloud to innovate and expand their business. HKBN is working with Google Cloud’s on Contact Center AI to develop for YF Life the city’s first Cantonese voice Chatbot for insurance. It is also a promising case of digitalisation in the financial services industry and insurance industries.”