Our innovative chatbot enables YF Life to deliver seamless Cantonese AI voice chats for customers, previously a challenge with legacy systems.

Dear Friends of HKBN

HKBN & YF Life Team Up to Launch Hong Kong’s First Google Cloud-Powered Cantonese Voice Chatbot for the Insurance Sector
Next-gen AI chat optimises customer experience with shortened queuing time

In a game-changing breakthrough for the finance and insurance sectors, we’ve teamed up with YF Life to launch Hong Kong’s first Google Cloud-powered Cantonese voice chatbot dedicated to insurance services. The innovative chatbot leverages Google Cloud AI technology and HKBNES’s one-stop ICT capabilities to deliver seamless voice dialogue and enhanced services for YF Life’s customers. This innovative service is set to be launched early next year.

YF Life has been looking to deliver optimised experiences to effectively service the multi-lingual needs of customers and support its business development strategy. To help YF Life to meet customer expectations, as well as the finance and insurance regulatory compliance requirements, we’ve developed a next-gen chatbot using Google Cloud’s Contact Center AI. This advanced speech recognition system can support seamless text and voice conversations across three languages, including Cantonese - previously a major challenge for legacy systems.

The Cantonese-enabled voice chatbot combines Interactive Voice Response (IVR) and cloud platform solutions for enhanced scalability, and shortened queuing and chat times. In addition, via interactive dialogue, the chatbot can also engage in product up-selling and cross-selling. As a result, YF Life can now allocate its manpower more flexibly and focus resources on digital transformation, in line with its mission to serve customers innovatively. This tripartite collaboration between HKBN, YF Life, and Google Cloud truly demonstrates how enterprises can adopt digital transformation strategies to improve their operational efficiency, workflow and human resources deployment.

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