Taiwan
Fubon Bank enhances customer experiences with Cloudera AI
Taipei Fubon Commercial Bank is a key subsidiary of Fubon Financial Holding Co., one
of Taiwan’s largest and most reputable financial groups. Founded in 1969, the bank offers a full suite of services across corporate banking, retail banking, wealth management, and digital finance. With its headquarters in Taipei, the bank serves both local and international clients
and continues to grow through a blend of technology, financial expertise, and strategic partnerships.
Fubon Bank recently earned a 2025 Cloudera Data Impact Award, netting the bank an honor in recognition of its operational leadership by accelerating its use of AI with Cloudera.
Mitigating rule-based inefficiencies
To remain at the forefront of innovation, Fubon Bank needs to continually enhance its customer experience, both to retain existing customers and attract new ones. While Fubon’s previous implementation of full-product recommendation and optimal contact time models had been a technical success, bringing these rule-based initiatives to a complex banking environment required overcoming critical challenges, such as time-sensitive customer suggestions and ease of use for internal staff. However, it also presented an opportunity to move to something more efficient.
Business clients are a core user group for Fubon, but these customers required more information as to why the bank recommended certain products and why specific time windows were optimal. This rule-based marketing approach required something more personalized and responsive for its user base.
Internally, Fubon’s employees had become accustomed to manual segmentation and rule-based targeting, but needed to send more timely and accurate recommendations to its business users.
Fubon recognized that it had an opportunity to utilize AI in this manner, and Cloudera had a platform that met the job's requirements.
Breaking through with AI
Using Cloudera AI, Fubon Bank built intuitive dashboards that clearly laid out the key decision drivers behind its customer recommendations. The visualizations enabled business teams to interpret the models with confidence, as Cloudera assisted in building and training two advanced machine learning algorithms for this purpose. With targeting and timing now in the hands of AI, Fubon conducted controlled A/B experiments to validate the model’s effectiveness.
Fubon Bank integrated its full-product recommendation model into existing trigger-based workflows, delivering highly contextual and timely messages to its customers. As an example, a salary deposit, credit card application, or a significant increase in mobile app activity triggers the AI engine to recommend products tailored to a customer’s real-time financial behavior and intent.
Now, campaigns handled by AI have seen a significant increase in both conversion and engagement when applying optimal contact time windows. These positive results enabled Fubon Bank to secure executive sponsorship and foster a shift towards data-driven decision-making in areas such as retail banking and digital sales across its 24 retail products.
The AI breakthroughs allowed Fubon Bank to ensure that marketing outreach is timely and relevant to its customers, combining when and what should be offered in a seamless engagement strategy. This created a reusable foundation for scaling future real-time, AI-driven customer engagement strategies for the entire bank.
Read more about Fubon Bank recognized at the IDC Future Enterprise Awards 2025.
This customer story was developed and published in January 2026.
