HKTDC revolutionises customer experience with Chatbot

The AI-powered service delivers intelligent support around the clock.

The Hong Kong Trade Development Council (HKTDC) has embraced the future of customer support with a new chatbot-as-a-service (CaaS) platform.

This groundbreaking offering has won the Digital - Public Organisation category at the Hong Kong Business Technology Excellence Awards 2024.

The prestigious awards programme celebrates innovation excellence in Hong Kong, highlighting organisations that lead the way in technology adoption.

“Our CaaS project represents a powerful synergy of innovation, strategic foresight, cost efficiency, and customer-centric development,” the Council said.

The chatbot uses generative AI to handle customer inquiries with the latest information from the HKTDC.

Automating responses to customer queries has helped the HKTDC to free up crucial resources for more strategic and impactful projects. The new technology has also slashed operating costs by around 57%.

The new service garnered positive feedback from customers. More than four in five customers rated their interaction with the chatbot as helpful and positive. With the platform enhancements, HKTDC’s chatbot can now handle more than 20,000 customer enquiries monthly.

Moreover, the new platform can easily add new services, which are being released frequently, without requiring modifications to existing websites and mobile apps.

The HKTDC also controls how the AI is used, overseeing the chatbot’s responses being managed across all touchpoints. This approach also ensures data confidentiality and prevents data leakage, as the service operates within a defined knowledge domain.

The new CaaS platform highlights HKTDC’s commitment to innovation and providing outstanding customer service.

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].