Asia-Pacific Sustainability Action Awards-Sustainability Action Awards SDG08:Silver
CTBC Bank
AI Empowers, Work Evolves – An AI Assistant and Training Companion for Every Banker
CTBC Bank’s branches are undergoing rapid generational shift, with new hires representing 22% of customer service representative. As procedures become more complex and training capacity remains limited, front line teams need timely, consistent support for key services. CTBC launched “AI Empowers, Work Evolves” to turn scattered knowledge into an always-available “AI Assistant” and “AI Coach”, helping staff deliver accurate service regardless of tenure. Powered by LLM+RAG and CTBC’s in-house knowledge platform, the solution combines an AI Assistant with an AI Coach. It turns complex tasks—inheritance account closure, FX purpose declaration, and account opening—into clear workflows, with instant Q&A and practice scenarios. By end-2025, the AI Assistant recorded 178,000+ queries, reached 100% adoption, and served 2,713 employees in 13 departments. Inheritance processing time fell 29%, resubmission rate dropped from 20% to 9%, inquiry calls declined 26%, complex transactions handled by new hires grew 40%, and post-training transaction volume rose 15% within three months. The project improves efficiency, reduces repeat visits due to missing documents.