Hang Seng Bank takes the lead in shaping a seamless customer experience with BERI and One Collect

The bank’s key focus will be on harnessing the power of fintech to bring more breakthroughs in digital services and channels.

Hang Seng Bank won two awards at the Technology Excellence Awards under the Banking category at the Technology Excellence Awards (TEA), presented by Hong Kong Business.

The first award was for Hang Seng Business Banking’s Virtual Assistant, BERI (Business, Efficient, Responsive, Interactive) whilst the second award was given to Hang Seng Bank for its all-in-one payment collection service called Hang Seng One Collect.

Donald Lam, Head of Commercial Banking, Hang Seng Bank Limited shares how BERI and One Collect puts seamless service in the forefront for their growing clientele.

Q: Tell us more about your winning projects.

At Hang Seng, we are proud to receive the Grand Award of E-Commerce for Banking and AI for Banking in recognition of our pursuit of service excellence through the use of financial technologies. We have two winning projects – BERI and Hang Seng One Collect, both launched in 2018.

BERI, a virtual assistant powered by artificial intelligence technologies to address general enquiries about our business banking services, was introduced in light of the prevailing trends of customer behaviour. Today, people tend to find it more convenient to go online or use mobile apps to look for answers on their own. That’s why our 24x7 chatbot came on board to give them instant assistance, anytime anywhere. The customer experience will also be further enhanced on an ongoing basis, as BERI is an avid learner which will systematically comb through the conversations with enquirers to build a FAQs library based on machine learning.

Meanwhile, Hang Seng One Collect was brought to life by us to make payment collection simpler and more efficient for merchants, by enabling the use of one integrated point-of-sale terminal (“POS”) to accept all forms of payments, including credit cards, contactless payments, mobile payments and QR codes. More importantly, this innovative all-in-one payment collection service, built with wireless capability, makes it possible for, say, diners, to wait no more and pay instantly at the table through a wireless POS terminal. By completely changing the way retailers handle customer payments, Hang Seng One Collect can help merchants easily streamline and speed up their daily operations, as well as redefine the customer experience for the better.

Q: Tell us about your future plans.

As one of the leading domestic bank in Hong Kong, Hang Seng is eager to take the lead in shaping a seamless customer experience to make financial management and business operations easier and more efficient than ever for the business community. Going forward, our key focus will be on harnessing the power of fintech to bring more breakthroughs in digital services and channels. From applying for a loan, an account or a credit card, to managing cash flows, payment collection and more, we will keep on speeding up the process, bringing greater convenience to our customers.

Q: What does it mean for you to win in the Technology Excellence Awards?

The exciting progress of fintech is making a sea change in the world of banking. Hang Seng is always committed to service excellence and is keen to embrace technologies to streamline financial operations for our customers. As a proud winner in the Technology Excellence Awards, we will surely keep going the extra mile to contribute more to banking innovation.

The Technology Excellence Awards (TEA), presented by Hong Kong Business, was held on February 27 at the Conrad Hong Kong.

This year's nominations were judged by a panel consisting of Bong Chan, Southern Region Leader (China TMT Industry) of Deloitte China, Jason Yau, Partner (Technology and Management Consulting) of RSM Hong Kong, Douglas Kwan, Partner (Assurance and Advisory Services) of SHINEWING (HK) CPA Limited, John Poon, Head of Accounting and Outsourcing Solutions of Mazars Hong Kong, and Jonathan Chu, Partner of Stephenson Harwood.

If you would like to join the 2020 awards and be awarded as one of the region's top tech companies, please email Julie Anne Nunez at [email protected] or contact +65 3158 1386 ext. 221.