Insurer YF Life Rolls Out Google Cloud-Powered Cantonese Chatbot

Insurer YF Life Rolls Out Google Cloud-Powered Cantonese Chatbot

by May 28, 2021
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Hong Kong insurer YF Life and HKBN Enterprise Solutions (HKBNES) have teamed up to launch a Google Cloud-powered Cantonese voice chatbot dedicated to insurance services and is set to be launched early next year.

The chatbot leverages Google Cloud‘s AI technology and HKBNES’s one-stop ICT capabilities to deliver seamless voice dialogue and enhanced services for YF Life’s customers.

To support its business development strategy, YF Life seeks to deliver optimised customer experiences to effectively service the multi-lingual needs of customers.




To facilitate YF Life to meet customer expectations, as well as the finance and insurance regulatory compliance requirements, HKBNES has 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 which was 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.

Daryl Cheng, Senior Vice President of Management Information Systems of YF Life

Daryl Cheng

Daryl Cheng, Senior Vice President of Management Information Systems of YF Life said,

“The Cantonese voice chatbot initiative demonstrates our determination to harness fintech opportunities. Thanks to the technological capabilities of HKBNES and Google Cloud, we can have comprehensive solutions that go beyond market norms and offer our customers outstanding service.

 

Going forward, YF Life will continue with its customer-oriented approach to innovate and provide the best risk- and we alth-management solutions to enhance the customer experience. Our aim is to evolve into a technology-enhanced insurance company serving Hong Kong, the Greater Bay Area and beyond.”

Lucy Werner, Head of Google Cloud Hong Kong

Lucy Werner

Lucy Werner, Head of Google Cloud Hong Kong said,

“We are happy to see Hong Kong companies choosing Google Cloud to innovate and expand their business. HKBN is working with Google Cloud’s on Contact Center AI to develop for YF Life the city’s first Cantonese voice Chatbot for insurance.

 

It is also a promising case of digitalisation in the financial services industry and insurance industries.”

 

 

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