Enables quick information retrieval for bank tellers with Vertex AI Search to streamline services
Provides 24/7 mortgage consultation service through Conversational Agents
Ensures data security for financial services with Cloud Data Loss Protection
Helps prevent AI models from responding to harmful content with the Guardrails API
With Google Cloud, E.SUN Bank provides more timely, accessible banking services while ensuring data security.
With Google Cloud, E.SUN Bank provides more timely, accessible banking services while ensuring data security.
Unlocking the potential of generative AI
for banking services
We believe that generative AI holds great potential to bring our banking services to the next level. With the generative AI solutions of Google Cloud, we can develop quickly while ensuring data security, offering innovative, compliant features to our users.
Wan-Lee Hsieh
CIO, E.SUN Bank
Over the past decade, digital tools have reshaped financial services. Today, emerging technologies, such as generative AI, are creating yet more opportunities to make banking faster and more convenient.
Committed to becoming the leader in financial innovation, E.SUN Bank is constantly expanding its technology capabilities. In 2023, the bank built a hybrid cloud infrastructure partially powered by Google Cloud to access cutting-edge cloud tools while complying with local regulations that require financial institutions' data to be stored on-premises. The infrastructure also serves as the foundation for E.SUN Bank to use cloud AI solutions.
"Our hybrid cloud infrastructure has enabled us to optimize resource management and data processing, paving roads to application of AI," explains Wan-Lee Hsieh, CIO at E.SUN Bank. "To maximize the benefits, we founded the intelligent finance department to deepen our AI expertise and identify the most suitable use scenarios."
For E.SUN Bank, the rise of generative AI unlocks more potential of AI, because the technology has become more accessible for both developers and users. The comprehension capability of generative AI is particularly helpful for the bank to provide faster financial services, which often involve complex processes and a lot of paperwork. After evaluation, E.SUN Bank chose the generative AI models of Google Cloud for their support of quick development and high-standard data protection.
"We believe that generative AI holds great potential to bring our banking services to the next level," says Hsieh. "With the generative AI solutions of Google Cloud, we can develop quickly while ensuring data security, offering innovative, compliant features to our users."
Enhancing banking service efficiency and convenience with Google AI
E.SUN Bank began its adoption of generative AI by building an AI assistant for its bank tellers. As banking services contain diverse procedures and regulations, E.SUN Bank's less-experienced branch office staff often needed to contact the bank's headquarters when unsure about how to handle customers' requests, prolonging customers' waiting time. An AI assistant would improve the bank's service efficiency by enabling its bank tellers to quickly find the necessary information themselves.
Following the technical advice of Google Cloud Professional Services Organization (PSO), E.SUN Bank uses Vertex AI Search to develop the AI assistant. Since the Retrieval Augmented Generation (RAG) system powered by Vertex AI Search supports unstructured data, which are common in the banking sector, the E.SUN Bank team was able to develop the assistant model without turning unstructured data into structured. The model was launched within three months and has seen immediate impact: the number of inquiry calls from the bank's branch offices to its headquarters has decreased by 30%.
Google AI solutions such as Vertex AI Search and Conversational Agents have helped improve our banking services by enabling greater efficiency and convenience. We can now provide more timely services, and our customer net promoter score has been constantly rising.
Wan-Lee Hsieh
CIO, E.SUN Bank
Next, E.SUN Bank created a virtual mortgage agent on its mobile app using Conversational Agents. Before, the bank's chatbot could only reply to standardized questions, which limited its usability. Now, E.SUN Bank's app users can consult the virtual agent anytime they want and receive all information they need for launching a loan application.
"Google AI solutions such as Vertex AI Search and Conversational Agents have helped improve our banking services by enabling greater efficiency and convenience," notes Hsieh. "We can now provide more timely services, and our customer net promoter score has been constantly rising."
Expanding generative AI application
while ensuring security
Using Google Cloud, we successfully launched two generative AI-powered solutions in one year to provide faster, more accessible banking services. We'll continue our innovation journey to advance our service quality.
Wan-Lee Hsieh
CIO, E.SUN Bank
With Google Cloud, E.SUN Bank is able to implement multiple security measures to protect its customer data and meet regulatory requirements. The ISO/IEC 42001 certification of Google Cloud means that E.SUN Bank's AI systems are managed in line with the industry standards for safety and ethics.
Besides, the bank keeps all its customer data in on-premises servers. When its AI agent or assistant powered by Google Cloud needs customer data, the request is sent to the cloud through API Gateway and masked by Cloud Data Loss Protection. This way, the personal information of E.SUN Bank's customers is never shared with its cloud AI models. To ensure that its AI models don't respond to or generate harmful content, the bank also uses Guardrails API to identify potentially inappropriate text.
"Security is essential to banking services, so we need to make sure our safeguard mechanisms are flawless to earn trust from our customers," says Hsieh. "Google Cloud provides abundant solutions to help us maintain high security standards while exploring new technologies."
Moving forward, E.SUN Bank will continue optimizing its AI mortgage agent on Google Cloud, and expand its use of generative AI to address other efficiency challenges.
Hsieh adds, "Using Google Cloud, we successfully launched two generative AI-powered solutions in one year to provide faster, more accessible banking services. We'll continue our innovation journey to advance our service quality."
Established in 1992, E.SUN Bank is one of the major commercial banks in Taiwan. Committed to becoming the leader in financial innovation, E.SUN Bank continues to tap into new technologies to provide cutting-edge solutions.
Industry: Finance
Location: Taiwan
Products: Google Cloud, Cloud API Gateway, Cloud Data Loss Protection, Conversational Agents, Guardrails API, Vertex AI Search
