An Analysis on the Adoption of Chatbots in the Banking Sector of Hong Kong
Stuart C.K. So · Advances in logistics, operations, and management science book series · 2023
In view of the fierce competition and rapidly changing business environment in the banking and finance industries, many banks have been progressively shifting their retail banking services online. With the aim of streamlining operations and improving customer service, the burgeoning use of artificial intelligence (AI) in the banking industry accelerates the adoption of various AI-based technologies. This chapter conducted a case study on Fubon Bank, researching the adoption of chatbots in the Hong Kong banking industry. A chatbot development framework for e-banking is being developed. Lastly, a comparison of chatbot services among three local banks in Hong Kong is provided.