--- title: AI Evolves Leading APAC Bank's Employee Experience description: Aligned with Hong Leong Bank’s “Digital to the Core” mission, they sought a digital platform that could optimise HR and cater to a digital workforce. image: https://insights.weareeverise.com/hubfs/HLB-01-1.png --- [![Everise Logo](https://insights.weareeverise.com/hubfs/Logos/Everise%20Logo%20color%20(1).png)](https://weareeverise.com/) - Who we are Who we are Learn more about Everise and the people behind our work. [About Everise Get to know our story, values, and what sets us apart.](https://weareeverise.com/about-us/) [Our Leadership Meet the leaders guiding Everise forward.](https://weareeverise.com/about-us/leadership/) [Global Presence Explore where we operate and how we support clients worldwide.](https://weareeverise.com/our-global-presence/) - Our Solutions Our Solutions Our suite of services and tech to power better outcomes. 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Much like scaling customer support, HLB had to build a large Helpdesk team that required a substantial investment of time and resources by the Human Resource Department (HR) who handled over 23,500, often repetitive, email & phone enquiries. Aligned with HLB’s “Digital to the Core” mission, they sought a digital platform that could optimise this part of their business and cater to an increasingly digital workforce. The Everise Blueprint team, the advisory arm of Everise DX, conducted multiple workshop sessions with HLB’s internal stakeholders to understand the banks business requirements and the challenges they faced. Through the analysis and applying design thinking, our team was able to automate all incoming queries using our Conversational AI platform, EXAGE.   ###### **Key Findings** The essence of HLB’s challenge was getting employees to adopt the chatbot and start to use it as a key resource, with the intention to fully to rely on it for their HR Helpdesk needs. Through rigorous user testing of various bot avatar designs and personas, our team developed a personal HR assistant that would fulfil all of HLB's employees HR needs.     ###### **Intelligent Helpdesk Assistant with a Winning Streak** Leveraging EXAGE Dojo, HLB hired HALI as an Intelligent HR Assistant to deliver [Helpdesk support](https://weareeverise.com/glossary/help-desk/) and improve departmental productivity. Integrated into HLB’s Human Resource Management System and trained to understand over 10,000 enquiries, HALI is able to give personal responses to policy, benefit and other related HR questions, as well as automate core processes, like the creation of employment letters and internal loan applications. HALI is also trained on multiple banking products to support Branch Operations. HALI has established itself as a core member of HLB’s HR Department, assisting almost half of HLB’s workforce, who exchanges over 60,000 conversations yearly. As a result, HALI has measurably impacted HLB’s HR productivity. By automating core services, HLB saves about 3,800 hours of yearly manual support, enabling the bank to close the Helpdesk department. The former team members upskilled and now perform higher value work in other departments.   > A day in the life of HALI is certainly filled with many complex processes being simplified, thanks to the amazing chatbot’s artificial intelligence (AI) capabilities. This includes speedy and timely response to our users.” [Says Fiona Fong](https://verticaldistinct.com/chatbot-driving-greater-operational-efficiency-at-hong-leong-bank/), Head of Human Resources Hong Leong Bank.   HALI has also won multiple awards for its innovative use of HR Technology and is being tasked to support additional roles in the Banks HR department. Today, HALI responds to over 100,000 queries every year. [Contact us](https://www.weareeverise.com/contact-us) to evolve your digital experiences.   ###### Related insights: - [Creating an Agile Work-at-Home Technology Solution](https://insights.weareeverise.com/creating-an-agile-work-at-home-technology-solution) - [Using AI to Augment Your Work-at-Home Strategy](https://insights.weareeverise.com/how-to-use-artificial-intelligence-to-augment-your-work-at-home-strategy) - [Are Jobs at Risk Due to Artificial Intelligence?](https://insights.weareeverise.com/jobs-at-risk-due-to-artificial-intelligence) - [Case Study: Artificial Intelligence Powers Vital CX Evolution](https://info.weareeverise.com/resources/case-study/ai-powers-vital-cx-evolution) [![Everise Logo](https://insights.weareeverise.com/hubfs/Logos/Everise%20Logo%20color%20(1).png)](https://weareeverise.com/) Company - [About Everise](https://weareeverise.com/about-us/) - [Our Leadership](https://weareeverise.com/about-us/leadership/) - [Our Global Presence](https://weareeverise.com/our-global-presence/) - [Awards and Recognition](https://weareeverise.com/awards/) - [Pressroom](https://weareeverise.com/pressroom/) Solutions - [Customer Experience Management](https://weareeverise.com/services/customer-experience-management/) - [EverAI & Tech Solutions](https://www.everailabs.com/) - [Digital CX and Transformation](https://weareeverise.com/services/digital-cx-and-transformation/) - [Managed Services](https://weareeverise.com/services/managed-services/) Pages - [Home](https://weareeverise.com/) - [Careers](https://weareeverise.com/work-for-us/) - [Insights](https://insights.weareeverise.com/?_gl=1*1gk4438*_gcl_au*Njg0NjcyODQ5LjE3NzI0Nzg0MzguMTU4NDI3NDEwNC4xNzc1NjcwNjAyLjE3NzU2NzA2MDE.*_ga*NzQ4NzkyMzMzLjE3NzI0Nzg0Mzg.*_ga_6H4W5S3N2V*czE3NzYxODEyMzMkbzI1JGcxJHQxNzc2MTg3MDYyJGozNCRsMCRoMA..) - [Contact Us](https://weareeverise.com/contact-us/) Follow Us - [Facebook](https://www.facebook.com/EveriseUSA/) - [Instagram](https://www.instagram.com/everiseglobal/) - [X](https://x.com/everiseglobal) - [LinkedIn](https://www.linkedin.com/company/everiseglobal/mycompany/) - [Youtube](https://www.youtube.com/weareeverise) © 2026 EVERISE. 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