Background

Acquiring and retaining customers in today’s competitive banking market is key to success. Hang Seng Bank has realized customer loyalty goes beyond the management of customer’s finances and strived to create superior customer experiences. 

To engage more digital-savvy customers with merchant partners in the competitive banking industry, Hang Seng Bank has partnered with NDN Group to develop pioneering AI-powered chatbot conversational chatbot – DORI – in HK’s banking industry. 

NDN Group has helped Hang Seng Bank develop the smart assistant DORI – “Dining; Offers; Rewards; Interactive” to engage more customers with the bank and merchant partners. AI-driven DORI stimulates human-like conversation with customers and helps finds the hottest merchant discounts, dining and online store offers that suit customers’ lifestyles. 

Goals

Hang Seng Bank is committed to investing in fintech developments and creating digital channels to supercharge new customer experiences. DORI interacts with bank customers in a much more natural way, and conversation is go-to-way of fostering more personalized interactions. 

Our Solutions and Strategies

With exemplary chatbot conversational design, we innovate immersive customer journeys and provide proactive personalisation, interaction and build scale through automating the process – from enjoying fabulous offers to delve into exceptional shopping and dining experiences.

DORI is well-connected to all 4,000+ credit card merchants for new promotion channels. Accelerating the journey to AI chatbot, customers get push notifications on flash offers and find hottest merchant discounts, dining and online store offers that suit their lifestyles. 

Built with industry-leading AI technologies, DORI is even empowered with Natural Language Processing and Machine Learning capabilities, simulating human-like  conversations in Chinese and English and understanding Cantonese. DORI is intelligently responsive to offer up what customers should be looking at next through conversation flows.

DORI enables Hang Seng Bank to mine huge amounts of data from customers and provide highly targeted and personalized offers to them.

DORI is seamlessly integrated through Facebook Messenger (no app download required) with high penetration and so Hang Seng Bank can heighten interactions and reach out to more customers in market.

Having been integrated with Google Maps, DORI helps customers search for nearby restaurants and make table booking at specific location, thereby letting customers delve into exceptional dining experience.

DORI is linked to customer services support and curates easier and more friendly user experience to bank customers.

Impressive Results

With NDN Group’s industry-leading chatbot solution, Hang Seng Bank has revamped HK’s banking industry and become a digital forefront to foster superior customer experience and engagement with customers and merchant partners. 

DORI has resonated personally with customers and enhanced customers satisfaction.

DORI has streamlined the process for customers to enjoy hottest offers and rewards from merchants and reduced customer service costs. 

Exponential increase in new customer growth.

Sharp increase for customers to go shopping and dining with Hang Seng Bank credit cards.

Learn more about how we can help your business deploy AI conversational chatbots seamlessly. Talk to our chatbot experts now.