Far Eastern International Bank Reshaps the Temperature of Financial Experience with AI

        When the total number of digital deposit accounts in Taiwan exceeds 27.39 million, and nearly 60% of the population is accustomed to completing financial transactions at their fingertips, people's expectations for financial services have evolved from simple trading tools to diverse and personalized needs. This also represents that the banking industry must bid farewell to the "trial period" of digital finance, move from the deep water area where traffic dividends peak, to the next battlefield - providing customized, smoother, and more comprehensive smart service experiences.

        Having data is just the starting point. Understanding data is the key

        If in the past decade, the focus of financial services has been on "who is faster", then in the next decade, the decisive point will undoubtedly be "who understands better". To understand the pain points and needs of consumers, one must first understand the data.

        The biggest blind spot of traditional banks is that their understanding of customers is like a blind man touching an elephant, only able to glimpse a corner of it: customers are viewers on the app; Consumers in the credit card department; At the branch, it is a deposit account; In the customer service phone, there are complainants... These precious and massive interactive trajectories are scattered among different business groups, like scattered gears on the ground, difficult to rotate.

        To this end, Far Eastern International Bank has launched a massive project like "building a house" using AI and Big Data, breaking down data silos between departments and constructing a "jigsaw puzzle" machine learning platform to classify and standardize customer behavior both online and offline. More importantly, Far Eastern International Bank abandons traditional static methods such as age, occupation, and assets and establishes a dynamic "behavior tag system" with over 100 tags covering browsing preferences, trading habits, channel stickiness, and other aspects, transforming cold data into vivid "people".

                For example, when the system detects a 60 year old customer who frequently browses overseas bonds but has not placed an order yet; Or a 30-year-old fixed deposit customer who starts intensively calculating their mortgage, the AI model will update the corresponding customer tags, capture their "implicit needs", and predict the next best action - what the customer needs at this moment is a market update? A product? Or a warm greeting?

        With insights and predictions, the system can activate automated marketing mechanisms, conduct digital push broadcasts based on customer needs, and simultaneously notify the technical and marketing teams, allowing frontline service personnel to understand customers' life scripts without blindly guessing, and provide appropriate professional consultation and assistance.

        On the other hand, Far Eastern International Bank also designs a complete journey from customer guidance, deep cultivation to retention, upgrading its service from "single touch" to "continuous experience". Taking new customers as an example, after sending out service messages in the first month, the system will identify their potential needs based on their tags and send information on digital wealth management, star rating services, credit card discounts, investment and wealth management in the second and third months. When the customer clicks on the message of interest, the system will further notify the branch management specialist to ensure that the customer can receive consistent and coherent professional services regardless of whether they go to physical or digital channels. This "online triggered, offline undertaken" model eliminates the sense of disconnection in traditional digital marketing, allowing the convenience of digital and the warmth of physical services to coexist, and making every customer feel valued and honored.

        At the same time, in order to effectively receive market feedback and continuously optimize smart services, Far Eastern International Bank has partnered with Far Eastern Group affiliated enterprise "Hongting Technology" to establish an "AI public opinion analysis mechanism". Like the bank's "thousand mile eye", it can have a comprehensive view of policy changes, market trends, or competitor dynamics, and analyze the meaning and emotions of news and community forums in real time to assist product teams in adjusting strategies in the first time. It even combines government public data and community popularity to accurately predict the potential areas of the real estate market. This ability to proactively anticipate market trends has transformed Far Eastern International Bank's passive response into proactive action, ensuring that services always come before customer needs.

        Reshaping Trust Contracts from 'Pursuing Profit' to 'Shared Good'

        In addition to using AI to understand customer needs, Bankee Community Banking, a subsidiary of Far Eastern International Bank, has also redefined the relationship between finance and people through technology.

        It cannot be denied that in the digital age, the digital accounts and wealth management products launched by various banks are highly homogenized, resulting in many customers often resembling "digital nomads" and lacking brand stickiness. However, Far Eastern International Bank believes that 'living for profit' is just a facade, and what customers really want is' peace of mind '- no longer worrying about whether discounts will suddenly disappear? Are you also using Moments? Will there be financial risks? Do you need to switch to another bank in the near future?

        To this end, Bankee Community Banking is going against the trend, not engaging in short-term high interest wars, but starting from "long-term mutual benefit" and "community connection". Through its unique community circle mechanism, financial services such as transfers, account splitting, and group buying are naturally integrated into customers' social behavior. Combined with the design of "unlimited discounts" and "long-term rewards", it breaks the hidden rules of the "three-month honeymoon period" of general digital accounts, and even launches challenging credit plans that subvert traditional credit limitations... layer by layer, it establishes customers' trust and sense of belonging.

        This philosophy of 'mutual benefit' extends even further to the most sensitive area of asset security. As the largest virtual asset deposit and withdrawal service bank in Taiwan, Bankee Community Bank utilizes AI to establish a risk control structure of "pre warning, in-process prevention, and post tracking", allowing customers to always feel a sense of comprehensive protection and security.

                The ultimate goal of AI is to return to 'humanity'

                In the battlefield of smart services, Far Eastern International Bank uses AI and Big Data to piece together scattered customer footprints into human centered life scenarios, showcasing a new form of financial competitiveness from precise insights to community collaboration. However, Far Eastern International Bank is also well aware that the key to winning in the future will no longer be an app or a branch, but an AI agent. Financial services must break away from simple and standardized tools, and use AI to amplify their own characteristics or advantages. For example, Bankee Social Bank's unique community circle has created tens of thousands of online branch managers, which can further help circle owners manage their own branches through AI, develop banks with thousands of people, and become partners who can predict the needs of individual customers, understand their risk tolerance and pace of life, assist customers in managing their wealth and realizing their dreams.

        All of this cannot rely solely on cold data stacking, it must be built on 'humanity and trust'. Therefore, Far Eastern International Bank weaves a web with "wisdom" as the warp and "temperature" as the weft, which can catch all the important moments in the lives of customers. In this era of information overload, it provides a caring "someone has thought for me one step more". 'Worry free, reassuring, and approachable' is the true answer to winning customers' hearts.

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