Malaysian lender Hong Leong Bank has partnered with tech giant IBM to incorporate the latter’s cognitive computing called ‘Watson’ in its credit card services.
The technology has been designed to serve as an online customer self-service advisor, offering anytime support regarding cardholder enquires.
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It will also allows the bank’s service advisors to evaluate massive volumes of data such as research reports, product information and customer profiles, to help match the needs of customers to the bank’s available financial options.
Hong Leong Bank chief operating officer for customer experience and analytics Edward Pinto stated that the new system is scheduled to become live within the coming four to six months following internal testing.
Pinto added that the new system was a substantial investment, without divulging its precise value.
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