Over half of bank customers opt for AI: survey

A recent survey conducted by the Hong Kong Institute of Bankers reveals that over half of bank customers are utilizing artificial intelligence (AI) to help with their financial planning, according to wire material. The survey, conducted in August and involving 400 customers who have invested in financial products or insurance policies, found that the majority of customers using AI primarily employed it for studying market trends and conducting personal financial assessments.

However, the majority of customers still preferred human assistance for complex and long-term financial decisions.

When it comes to customer service, 41 percent of respondents indicated that they would accept the help of AI for handling simple issues, yet they would still opt for human staff when dealing with more complex matters. At the HKIB Annual Banking Conference, HKIB CEO Carrie Leung stated that customer expectations are rapidly evolving with the adoption of AI, emphasizing that customers are not choosing between AI and human expertise. Instead, they are seeking a combination of both to achieve better outcomes and maintain trust.

Deputy Financial Secretary Michael Wong, speaking at the same event, highlighted the government's importance placed on Hong Kong's status as an international financial center. Wong mentioned that Hong Kong is currently the world's leading offshore renminbi business hub, with 75 percent of global offshore renminbi payments being processed in the territory.

He proposed several measures in the Policy Address to provide banks with a more stable and lower-cost source of renminbi funds. Additionally, Wong announced the government's aim to build a commodity trading ecosystem, with gold serving as the primary starting point. He emphasized Hong Kong's advantageous position to become a hub for storage, trading, clearing, and settlement services for gold and other commodities.