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BANKING TECHNOLOGY | Staff Reporter, Hong Kong

Neih hou ma: Standard Chartered Hong Kong's new chatbox understands Cantonese

Stacy is available on mobile app and in StanChart's website.

Standard Chartered Bank in Hong Kong.has tapped Kasisto, creators of KAI Banking, to create its AI virtual assistant.

Named Stacy, it is trained to converse with Standard Chartered’s customers in Cantonese and English on the bank’s mobile app and website. With KAI’s ability to power human-like conversations, Stacy is quick, responsive and feels like talking to a human, Kasisto noted.

“We have added another enhancement to clients’ digital experience – Standard Chartered Virtual Assistant – Stacy, making banking simpler, faster and with a human touch,” said Vicky Kong, Managing Director and Head of Retail Banking, Hong Kong, Standard Chartered Bank (Hong Kong) Limited. “Today, Stacy supports hundreds of unique banking questions and hundreds of thousands of ways to understand and solve customers’ queries. It engages with customers about banking offers, branches and ATM locations, as well as nearby dining and retail offers, and provides instantaneous customer support. Stacy is beyond convenient and personal – and the more it interacts with customers, the faster it learns.”

Here’s a sampling of the types of questions the chatbot can answer.

  • Product application and eligibility: Stacy helps customers find the banking products best suited for their lifestyle, and guides them to the online application in a few simple clicks. Stacy also advises on the best welcome offers available to further delight customers.
  • Offers nearby: Customers will never miss out on a dining, hotel or retail offer. Stacy lets them know what offers are available in their preferred category or merchant.
  • ATMs and branches nearby: Stacy tells customers where the Standard Chartered ATMs and branches are located near them and provides information about the services offered and the hours they are open.
  • Services and more: Lost credit card? Want to update personal information? Upload documents? Stacy is a powerhouse helping to solve customers’ service-related queries.
  • A persona: Curious how old Stacy is? Want to know which sports team Stacy follows? Go ahead, ask and discover a more personal side to Stacy.

In addition to Standard Chartered Bank, DBS Bank and TD Bank, amongst others, use KAI.

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