Hang Seng Bank wins two categories at Hong Kong Business Technology Excellence Awards 2026

The company transformed knowledge retrieval through an AI knowledge management system and streamlined pre-sales preparation with Sales Copilot.

Hang Seng Bank won the AI - Banking and AI - Business Services categories at the Hong Kong Business Technology Excellence Awards 2026. The recognitions covered its AI knowledge management system for employee knowledge retrieval and Sales Copilot, which supported Relationship Managers (RMs) in preparing information and strategies for client discussions.

Speeding up knowledge retrieval

In the AI - Banking category, Hang Seng Bank developed an AI knowledge management system using enterprise AI Search and generative AI. Uploaded documents were indexed and organised within the platform, which could generate context-specific summaries and respond to conversational queries. Frontline staff used these functions to locate relevant information whilst handling customer enquiries.

Generated answers were linked directly to their source documents for staff review. They no longer needed to rely on memory to know where individual documents were stored. The system could also interpret incomplete queries, process multiple document formats and retain context across follow-up questions. 

After deployment, Hang Seng Bank reported shorter knowledge retrieval and average call handling times at its Contact Centre. With the solution delivering clear benefits, Hang Seng Bank expanded its use to HSBC Hong Kong.

Automating pre-sales preparation

For the AI - Business Services category, Hang Seng Bank developed Sales Copilot to reduce the amount of material staff had to collect manually from emails, CRM records, reports, and other internal sources required before client meetings.

It brought customer information into one place, analysed market trends and client requirements, then produced meeting talking points and suggested sales strategies for relationship managers (RMs).

Powered by leading LLMs, this solution includes four advanced analysis templates that consolidated comprehensive customer insights, generated strategic talking points for key meetings, and delivered in-depth analysis of market trends and client priorities.

Human review remained part of the workflow. Hang Seng Bank incorporated risk management protocols into the platform and required RMs to review AI-generated information before using it.

The Hong Kong Business Technology Excellence Awards is Hong Kong's most prestigious platform honouring groundbreaking achievements in technology. This esteemed awards programme recognises companies and organisations that are driving innovation, transforming industries, and setting new benchmarks for excellence in Hong Kong’s dynamic tech landscape.

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 2027 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez-Difuntorum at +(65) 3158 1386 or [email protected].