HKT clinches two wins at Hong Kong Business Technology Excellence Awards 2025

The company is advancing secure, scalable enterprise AI and transforming customer engagement.

HKT has been recognised in the AI - IT Services and AI - Telecommunications categories at the Hong Kong Business Technology Excellence Awards 2025, underscoring its commitment to deploying artificial intelligence (AI) solutions that deliver practical value and support ongoing digital transformation efforts.

In the light of rapid advances in AI technology and applications, HKT is harnessing AI throughout its operations to fuel its competitive advantages by better serving customers whilst enhancing internal business processes. 

Enterprise AI Platform empowering enterprise innovation

HKT’s Enterprise AI Platform is a secure and centralised environment designed to support enterprise-grade AI across all business functions. Built for production-scale deployment, it enables staff from diverse disciplines to build, train and customise AI bots at ease through an intuitive no-code interface -- without writing a single line of code.

With over 600 AI bots currently in use or development, the platform is accelerating the adoption of Generative AI (GenAI) across the Group. These bots automate internal operations with solutions tailored to address actual business needs, driving innovation, boosting efficiency and enhancing agility.

By integrating HKT’s proprietary information with robust security protocols, each business unit can create intelligent bots that address their unique requirements. For example, HKT’s engineering team developed a bot to assist in categorising types of errors, identifying previous handling methods, and generating alerts to different teams immediately. This innovation has saved time on each error-handling process. Additionally, HKT’s finance team compared their agreements and identified discrepancies in a secure environment, which has significantly expedited their decision-making process.

Governance is embedded at the core of the platform, with built-in enterprise controls and compliance features that ensure safe and scalable AI usage. A comprehensive onboarding experience, including training and support programmes, equips users to adopt AI responsibly and effectively.

The GenAI Platform unlocks the potential of AI, putting powerful tools in the hands of everyday users and marking a significant milestone in HKT’s journey of digital transformation.

AI-powered solution elevating customer engagement

In the realm of customer engagement, AI is reshaping how businesses interact with their audiences. HKT has embraced this transformation with Contact Centre Agent Assist, its new AI-powered solution for the Next-Generation Contact Centre that redefines customer service delivery across voice and digital channels.

Powered by advanced AI technologies, the platform enhances the contact centre experience by enabling instant, accurate and personalised customer interactions. It provides agents with recommended responses and intelligent prompts based on the corporate knowledge base, helping them address inquiries more efficiently and confidently.  

Routine tasks are automated, allowing agents to focus on meaningful conversations. Smarter tools reduce delays and miscommunications, fostering stronger customer relationships. The AI-driven system also continuously monitors and evaluates agent performance in customer services across key metrics, and enhances service quality through data-driven insights and ongoing improvement. 

Since its rollout across various business units, Contact Centre Agent Assist has significantly enhanced service accuracy and reduced handling time, resulting in improved efficiency and customer satisfaction. These smart tools empower contact centre agents to enhance productivity whilst also freeing up human agents to tackle tough and complex issues. 

The Hong Kong Business Technology Excellence Awards honours companies and organisations that are driving innovation, transforming industries, and setting new benchmarks for excellence in Hong Kong’s 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 2026 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez-Difuntorum at [email protected].