Taishin FHC Corporate Social Responsibility Report 2019

54 Superior Service 2-3 FinTech/ Digital Innovation Promoting FinTech Taishin promotes the integration of finance and technology in the following five aspects 1.Customer Experience: Providing the best customer-centric digital service experience 2.Operational Synergy: Using Digital Technology to Improve Operational Synergy 3.Technology Development: Stay abreast with digital trends and develop innovative financial services Patent Acquisition in Recent Years 2018 2017 3 14 6 2019 Year Year Utility Model Invention 2018 2017 8 2 5 2019 Cross-industry Alliances Customer Experience Technological Development Digital Capabilities Operational Synergy 4 1 2 3 5 Fin Tech In this era of FinTech, Taishin remains founded on the core values of Bank 4.0 and remains focused on customer needs. Bearing in mind the nature of various types of financial services, we develop innovative services and optimize processes through new technologies to provide more considerate services attuned to customers’ actual needs. We integrate convenient customer service experiences into daily life through immediate and respon - sive financial services enabled by FinTech. Taishin Bank continuously listens to its customers and actively embraces open platforms to integrate intelligent customer service into people’s lives and provides comprehensive 24/7 AI-enabled smart services. Not only did we launch our AI-based intelligent customer service in 2016, we also announced in 2019 the plan to become Taiwan’s first financial institution to embed AI-based intelligent customer service within Google Assistant, thus enabling the public to obtain financial consulting services online. In addition, Taishin has also introduced several biometric functions, including fingerprint recognition and face recognition. In 2019, we launched services titled “Withdrawal by Face Swipe” and “Payment by Face Swipe”, bringing face recognition technology closer to people’s daily lives. Taishin is the first bank to apply Robotic Process Automation (RPA) to the account opening process, thus simplifying routine and repetitive manual procedures and greatly improving the efficiency of the account opening process. The introduction of RPA will help us to move up one level in satisfying the immediate needs of users and create a better user experience. In the future, RPA mechanisms will be gradually rolled out across other Taishin’s processes to improve productivity and precision and provide high-quality financial services. With regard to blockchain applications, Taishin Bank under - stands the trend that consumers expect ease of “cross-border, cross-platform, cross-scenario, integrated on/offline virtual” transactions. In 2019, we announced our collaboration with the Asiana Credit Card Company, the largest financial group in South Korea. We jointly launched the “GLOBAL LOYALTY NETWORK (GLN) for HANA MEMBERS” for cross-border payments. Currently we are the only bank in Taiwan to have obtained cross-border payment services for Alipay, WeChat, and HANA Members, and we will continue to expand our service options for cross-border payments in the future and enlarge the geographi - cal reach of those services, as part of our ongoing efforts to spread and improve electronic payment in Taiwan. Taishin closely monitors developments in artificial intelligence technolo - gy. Our research scope includes conventional financial services such as wealth management, risk control, and credit issuing but also aims to raise the level of financial knowledge in artificial intelligence and stimulate more innovative applications. We also have actively applied for financial patents, adding 14 utility model patents and 5 invention patents in 2019. In recent years, our volume of financial patents has placed us among the top 10 of Taiwan’s financial institutions.