Hang Seng Bank champions responsible AI implementation and governance

The innovations in AI technology ensure responsible and effective implementation of its use cases and patterns.

Hang Seng Bank is at the forefront of technological innovation. As generative artificial intelligence (AI) continues to evolve, the Bank has made substantial investments in generative AI and machine learning, integrating these technologies into its daily operations to enhance efficiency and innovation.

Hang Seng Bank’s AI-driven technologies form an integrated platform that boosts developers' efficiency and provides business users with real-time smart data services. Whilst these advancements hold immense potential to improve operational efficiency and customer service, they also introduce challenges and risks that must be carefully managed. To address this, the Bank has established a Generative AI Centre of Excellence (CoE), dedicated to ensure the responsible and ethical implementation of AI technologies.

The Generative AI CoE is designed to accelerate Hang Seng Bank's adoption of generative AI through strategic, reusable designs, and centralised governance, overseeing all AI use cases across the Bank.

Through our Generative AI CoE and ongoing efforts, we are evolving our approach to implement AI as the technology and understanding develops, at the same time, we also ensure the evolvement is in line with our core principles of acting responsibly and ethically.

Currently, Hang Seng Bank is focussed on applying generative AI within its internal operations,without direct interaction with customers. One of the key innovations is a pilot project that leverages AI to assist software developers in operational efficiency. For instance, the Bank has introduced an AI-powered code conversion tool to streamline the process of translating analytic programmes for cloud compatibility. Previously, the Bank’s analytics users face the daunting task of translating scripts to another programming language to ensure compatibility of the system to run on cloud platform. This translation required significant manual effort, but the  code conversion tool, powered by generative AI, streamlines the process, significantly reducing time, effort and the likelihood of human error. This solution revolutionises the workflow by introducing an automated tool that simplifies the code conversion process, freeing up the data analysts to concentrate on more critical tasks.

Whilst the Bank is excited about the opportunities that AI presents, it remains acutely aware of the challenges, such as bias, fairness, and data privacy. Hang Seng Bank continues to review and evolve its risk management practices to ensure that AI is used responsibly and that the benefits are balanced against the potential risks.

The Bank’s approach to AI emphasises a complementary relationship between AI and human judgement, creating a synergy that combine cutting-edge technology with the expertise of its people. By striking the right balance between AI algorithms and human oversight, the Bank ensures that data is processed and analysed to the highest standards.  

This commitment to harnessing AI responsibility has earned Hang Seng Bank recognition in the AI - Banking category at the prestigious HKB Technology Excellence Awards 2024.  

The prestigious awards programme celebrates innovation and excellence in Hong Kong's dynamic tech landscape, highlighting companies that are leading technological disruptions in their industries.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez at [email protected].