SHWE Bank is reshaping its operations by using artificial intelligence (AI) to improve productivity and enhance customer service. SHWE Bank CEO Kyaw Thet Oo emphasises the bank’s commitment to leveraging technology to redefine modern banking services.
The CEO leads a top-down approach to adopting artificial intelligence, staying updated with the latest advancements in AI, particularly those relevant to financial services.
At the same time, SHWE Bank promotes a bottom-up culture through initiatives like the AI Digi Dive Challenge, which allows staff from various departments to propose AI-powered solutions.
This year, several employees have presented innovative ideas to senior management for evaluation, leading to the successful implementation of select projects.
Notable advancements include an internal AI-powered knowledge-sharing assistant by the operations team, digital origination systems for account onboarding, and AI-powered bots available 24/7 for visitors on the bank’s website.
These solutions have replaced manual processes for customer applications and enquiries, effectively managing high volumes of customer interactions with the efficiency of frontline staff. These transformative innovations have significantly streamlined workloads without compromising customer satisfaction.
Alongside its focus on digital transformation, SHWE Bank recognises the essential role of physical branches in providing services that cannot be fully replicated online. The evolving role of branches positions them as advisory hubs focused on resolving customer challenges and fostering stronger relationships. High-security transactions and consultative services that require personal interaction will continue to be handled at branches, but with enhanced productivity and effectiveness through AI-powered capabilities.
SHWE Bank’s integration of artificial intelligence and data-driven strategies reflects its dedication to continuous innovation. The goal is to become a digital-first bank while maintaining a seamless and customer-centric experience.