The Rise of Personalized Conversational Banking Services: How AI is Driving Five Key Areas This Year? | Lianhe Zaobao

In the future, when you use banking mobile applications to consult with AI customer service, it will be like talking to a real customer service representative, with a quick and direct process. According to the latest research by International Business Machines Corporation (IBM), this AI-driven service is one of the AI technology trends in the Asia-Pacific region by 2026. IBM interviewed 14 senior executives from large enterprises in the Asia-Pacific region and summarized the AI trends in five major sectors: banking, manufacturing, telecommunications, energy, and the public sector for 2026. The survey report shows that AI is reshaping banking business models and expanding revenue sources. AI-driven super applications can provide highly personalized conversational banking services; while agentic mesh technology can help banks address cost issues arising from outdated technology and equipment. In addition, AI can predict risks and operational compliance processes, which can be used in financial services and "trust-as-a-service." In manufacturing, AI can assist in automating production system operations to predict potential issues and make real-time adjustments for optimization. AI's digital twin technology can also enable large-scale personalized products. The report states: "An AI-driven sustainable supply ecosystem can help manufacturers optimize resources, record emissions, and align with suppliers towards the same environmental goals." Telecommunications operators, who have always emphasized technology, are no strangers to AI, with some already using this technology for automated network operations and to accelerate product development. Additionally, AI can help telecommunications companies explore new revenue sources and enhance the performance of 5G networks in the Internet of Things, immersive experiences, and automated systems. Further Reading 【Outlook 2026】Examining Opportunities and Risks from Trade, Stock Market, Technology, and Real Estate [AI Boom Drives Exports and Investment, Expecting Steady Economic Growth Next Year ![](https://dss0.zbstatic5.com/s3fs-public/styles/article_small_crop/public/articles/2025/12/12/20251014100179111jlms9755_0.jpg? AI plays an important role in energy transition. AI can enhance grid stability, integrate renewable energy, improve energy efficiency in real estate, and reduce gas emissions across various sectors. More advanced green AI technology can reduce energy consumption and emissions throughout the entire energy value chain. In addition to private enterprises, the public sector also benefits. Integrating AI into various public service operations can provide more people with more affordable and faster services. This technology can also strengthen governance frameworks. Juhi McClelland, Managing Partner of IBM Consulting for the Asia-Pacific region, said, "Companies have moved past the early stages of experimentation and building governance, explainability, and alignment with national and corporate interests. From sovereign models to quantum-driven artificial intelligence, the Asia-Pacific region is shaping an innovative and trustworthy AI ecosystem." It is worth mentioning that as the application of AI matures, technologies originally targeted at specific fields are beginning to transfer to other areas, achieving cross-domain operations. The report states that this is because AI technology can facilitate knowledge transfer, meaning that innovative technologies in one field can quickly be applied in another, helping companies accelerate research and development and avoid duplicating existing solutions. One example is banks drawing inspiration from the retail industry to offer highly personalized services to customers. Banks can analyze users' spending habits and life events and push financial product information in real-time