EMV Customer Claim Project

BEM implemented the EMV Customer Claim Management System Project, which integrates Artificial Intelligence (AI) technology to automatically classify and categorize complaint or dispute data. This initiative supports digital transformation (Digital Process) and streamlines workflows. Under the 2025 roadmap, the Company planned to study, develop, and test the system, with a target complaint closure rate of over 80% during the testing phase. If the target was met, the Company would deploy the system in 2026 and continuously develop the system's learning capabilities to apply AI technology to other future projects.

In 2025, BEM studied, developed, and tested the system as planned. During the testing phase, the EMV Customer Claim Management System was evaluated against a test dataset of 9,882 complaint cases. The system successfully resolved 9,697 complaints, achieving a 98.13% resolution rate and meeting the defined target. The Company therefore officially launched the system into live operation in early 2026. The system enhances data processing efficiency, structured data management and systematic complaint tracking. Furthermore, the system reduces paper resource consumption, and supports fast and fair complaint management, resulting in more efficient response to customers.