H A R O - Your 24/7 Virtual Banking Assistant

Investment involves risks. Foreign exchange involves exchange rate risk. Terms and Conditions apply.

Overview

Virtual Assistant H A R O is Hang Seng's chatbot with Artificial Intelligence (AI) and Natural Language Processing abilities. It addresses products and banking enquiries anytime based on your preference. H A R O also offers specific safe and hassle-free transaction services[1], [2] 24/7.

To chat with H A R O, visit Hang Seng Bank website, Hang Seng Personal Banking App ("Hang Seng Mobile App") or register H A R O on WhatsApp[3] and enjoy a wide range of banking services with simple conversations.

Key features

H A R O WhatsApp[3] solves your banking enquiries anywhere, 24/7. It offers timely FX, market outlook updates and credit card offers[5]. You may also share your location to get notified of the nearby branches and ATMs.

Transfer to third parties or your own accounts and settle your bill instantly by sending H A R O a simple command.

H A R O helps you stay up-to-date with the exchange rates and trends, and exchange foreign currencies[1], [2] with this Virtual Assistant.

Apart from checking your credit card balance, spending trend and e-Statement with H A R O, you can also repay credit cards with ease and efficiency.

H A R O visualises your account balance with diagrams, and facilitates your financial planning with account balance reminders.

As your Virtual Assistant, H A R O eases your process of banking enquiries, including Time Deposit, investment, insurance, mortgage and loan, in just a few taps, saving your time on calling customer service or browsing for details.

How to talk to H A R O

Hang Seng Mobile App

Step 1 / 4
Open Hang Seng Mobile App, and click the H A R O icon on the right bottom corner.
Step 1 / 4
Go to Hang Seng Bank website, and click the H A R O icon on the right bottom corner.

About H A R O WhatsApp [3]

A green check mark badge is placed next to the “H A R O 恒生智能助理” header in chat thread.

Under the WhatsApp chat window, a description states, "This chat is with the official business account of '恒生智能助理 H A R O'. Tap for more info."

Tap for more info, and a pop up window will be shown with the description, "WhatsApp has verified that this is the official business account of 'H A R O 恒生智能助理.'"

Under the H A R O business info, it is indicated as “Official Business Account”. The contact number is +852 2822 0303.

H A R O WhatsApp currently supports general enquiries such as on P.P Platform, Foreign Exchange, Time Deposit, Investment, Bill Payment, General Banking, e-Services, Credit Card, Mortgage, Personal Loan, Travel Insurance, Medical Insurance and Life Insurance, and will extend the scope of services in the near future.

For account enquiries and transaction instructions, please visit H A R O on Hang Seng Bank website or Hang Seng Mobile App.

H A R O WhatsApp will keep asking you to register in the below 2 scenarios:

  1. You have not gone through the H A R O WhatsApp registration process; or
  2. You have input an incorrect phone number in the H A R O WhatsApp registration form

For scenario 1, please fill in the H A R O WhatsApp registration form to start your conversation with H A R O. For scenario 2, you can verify your phone number by opening WhatsApp "Setting" "Profile" (image area) "Phone number", and fill in the H A R O WhatsApp registration form accordingly.

To subscribe Market Outlook:

  1. Type “subscribe” to H A R O on WhatsApp
  2. Open the subscription management page with designated URL
  3. Choose the topic(s) you are interested in and submit
  4. A subscription topic update message will be sent to you via H A R O WhatsApp

To unsubscribe Market Outlook:

  1. Type “Unsubscribe” to H A R O on WhatsApp
  2. Open the subscription management page with designated URL
  3. Cancel the topic(s) you are not interested in and submit
  4. A subscription topic update message will be sent to you via H A R O WhatsApp
  1. Tap "+" from the H A R O WhatsApp chat window and choose "Location"
  2. Share your location
  3. 3 nearest Hang Seng Branches / ATMs information will be shown
  4. Go and visit

About Virtual Assistant H A R O

H A R O is Hang Seng's virtual assistant, it is a chatbot, incorporating Artificial Intelligence (AI) and Natural Language Processing programming to answer banking enquiries.

Natural Language Processing is a field of Artificial Intelligence, which “teaches” computers to understand human languages, so as to provide the most relevant information in response to your questions. Instead of keyword searching function, simple complete sentences can help chatbot H A R O interpret your intentions more precisely.

How to interact with H A R O

For general banking enquiries, you are free to use H A R O no matter you have logged on or not. However, you are requested to log on Personal e-Banking to continue some specific banking services on H A R O, for example, Credit Card and Integrated Account enquiry, Transfer, Credit Card repayment, Bill Payment Service and Foreign Exchange.

After logging onto Personal e-Banking, H A R O may request personal information from you when you submit dedicated forms or instruct it to perform account enquiries and transactions. It may access your account and personal information stored at Hang Seng Bank for tackling account enquiries and transactions instructed by you and for the purpose of providing banking services. H A R O will not access or record your Personal e-Banking username and passwords.

If you are using H A R O WhatsApp[3], you do not need to log on or provide any personal information.

All aforementioned information is transmitted to and stored in Hang Seng Bank Limited and authorised third parties, which may include processing overseas. Before submitting your information, please read our Important Message to Readers and Internet Privacy Policy Statement and the Notice to Customers and Other Individuals relating to the Personal Data (Privacy) Ordinance.

You may now start your conversation with H A R O at Hang Seng Bank website, on Hang Seng Mobile App or H A R O on WhatsApp. Please read the Important Notice before doing so.

The conversation content and instruction details between you and the virtual assistant are retained by Hang Seng Bank for 12 months. The personal information provided by you in dedicated forms is retained by Hang Seng Bank for 2 weeks.

To view your past 60 days post-log on conversation history, you can log onto Personal e-Banking, click HARO, choose your profile banner and select "View Conversation History" under "My Profile and Reminders". Besides, you can also seek our customer service agents’ assistance with the reference number. If you want to keep the conversation history for reference, you may print the conversation history out by clicking the "Print" icon on the top right corner of the conversation history, or talk to H A R O again to acquire the latest information.

All aforementioned information is transmitted to and stored in Hang Seng Bank Limited and authorised third parties, which may include processing overseas. Before submitting your information, please read our Important Message to Readers and Internet Privacy Policy Statement and the Notice to Customers and Other Individuals relating to the Personal Data (Privacy) Ordinance.

H A R O service does not induce any fees and charges.

What does H A R O know?

H A R O is good at interpreting simple complete sentences. Instead of keyword searching function, simple complete sentences can help the virtual assistant interpret your intentions more precisely. For example: enJoy card 嘅年費係幾多呀? I would like to pay my tax, which product is suitable for me?

H A R O supports Traditional Chinese, Simplified Chinese and English. H A R O can also understand Cantonese (written and verbal), bilingual complete sentences.

Is H A R O safe?

All aforementioned information is transmitted to and stored in Hang Seng Bank Limited and authorised third parties, which may include processing overseas. Before submitting your information, please read our Important Message to Readers and Internet Privacy Policy Statement and the Notice to Customers and Other Individuals relating to the Personal Data (Privacy) Ordinance.

Every conversation is assigned with a reference number (Ref. No.). You can contact our Hotline with this reference number for enquiries and saving it for future references.

About H A R O Transfer

H A R O supports Faster Payment System. For a better experience, you may now register for Easy Pay and activate small value transfer limit on Hang Seng Mobile App. Log on by using Security Code or Biometric Authentication, you can transfer to your payee with simple instructions.

Faster Payments are processed in matter of seconds and once your payment is sent, it cannot be cancelled or reversed.

Transfers using contact name is only applicable to Hang Seng Mobile App.

The transfer limit on H A R O is based on your e-Banking transfer limit settings. For details, please refer to the maximum transfer limit in Personal e-Banking

H A R O only supports HKD or CNY instant transfers at the moment. You can make foreign currency transfers with Hang Seng Personal e-Banking and Hang Seng Mobile App.

About H A R O account enquiry

H A R O can support Credit Card Account and Integrated Account enquiries now.

Integrated Account Balance Reminder allows you to set the target balance and reserve balance; Credit Card Limit Reminder allows you to set the target limit. Once you have created a reminder, H A R O will notify you in the status bell whenever the reminder status has any change.

You can create 6 reminders in total. You can create 3 Integrated Account Balance Reminders and 3 Credit Card Limit Reminders. For each Integrated Account or Credit Card Account, you can only set 1 Balance or Limit Reminder.

You need to enquire the account balance in related banking products and services. If you want to enquire Integrated Account balance, please select General Banking on the services menu; if you want to enquire the Credit Card balance, please select Credit Card on the services menu.

About H A R O Payment

Subject to your bill payment limit setting, the maximum total amount you can pay in H A R O is a combined balance of HKD500,000 to all payees made on the same day. (This limit is shared among automated teller machine, 24-hour phone banking services, Hang Seng Personal e-Banking and H A R O.) There are also daily bill payment limits by payee category.

With H A R O, you can now easily pay Utilities, Water Supplies Department, and Inland Revenue Department bills in HKD with a simple instruction.

For every successfully processed instructions, you will receive a reference number. You are advised to "Print" or "Save" your payment details for your own reference. Notifications will only be sent to your "Inbox Message" if the payment instruction cannot be processed successfully. For successful payments[4], you can check your payment record in "Account Overview" under the "Account Services" section one working day after your payment execution date.

About H A R O Foreign Currency Exchange [1], [2]

H A R O Foreign Exchange service can perform foreign currency exchange with simple conversational instruction. For example, “Help me buy 500 USD”. The currencies available in H A R O include: AUD, CAD, CHF, EUR, JPY, GBP, NZD, CNY, SGD, THB, USD, and ZAR.

H A R O provides instant rate quote for different currencies. You can calculate the amount spent for foreign currency exchange in real-time through Rate Calculator. H A R O can also display currency rate trend graphs, helping you to be familiar with the rate trend and volatility.

You can exchange foreign currency directly with voice-to-text input through H A R O without filling any form[1], [2]. If you want to withdraw foreign currency notes, H A R O can locate all foreign exchange automated teller machines (FX ATM) and branches based on the district you select. With H A R O, you can exchange and withdraw foreign currency at anywhere with ease and speed.

Need more help?

Call our Customer Service Hotline

Footnote

Other point(s) to note

  1. Use of “Hang Seng Virtual Assistant H A R O” Service is subject to respective terms and conditions. For details, please refer to Important Notice for Hang Seng Virtual Assistant H A R O and Hang Seng Virtual Assistant on WhatsApp Terms and Conditions.
  2. This virtual assistant is an automated service, and information provided for general enquiries is for reference only. The information provided does not constitute any offer for any products or services and is not intended to provide professional investment or other advice.
  3. The conversation content will be analyzed and used for the virtual assistant’s accuracy and quality enhancement and the purpose of providing banking services.
  4. You are requested to log-on e-Banking before using specific banking services through the virtual assistant. After logging-on e-Banking, when you submit dedicated forms or instruct the virtual assistant to perform account enquiries and transactions, the virtual assistant may request personal information from you. The virtual assistant may access your account and personal information stored at Hang Seng Bank Limited, for conducting the account enquiries and transactions instructed by you and for the purpose of providing banking services. The virtual assistant will not access or record your e-Banking User Name and Passwords.
  5. The conversation content and instruction details between you and the virtual assistant are retained by Hang Seng Bank Limited for 12 months. The personal information provided by you in dedicated forms is retained by Hang Seng Bank Limited for 2 weeks.
  6. You can refer to the post-logon conversation history within 60 days from the conversation date.
  7. All afore-mentioned information is transmitted and stored in Hang Seng Bank Limited and authorized third parties, which may include processing overseas. Before submitting your information, please read our Important Message to Readers and Internet Privacy Policy Statement and the Notice to Customers and Other Individuals relating to the Personal Data (Privacy) Ordinance.
  8. Upon agreeing with this Important Notice, this conversation would be assigned with a conversation ID, with which you may enquire about the conversation details and request for removal of the conversation content other than banking transaction instruction details via our Customer Service Hotline
  9. Please confirm you have read and agree with this Important Notice in order to start the conversation.

Remark(s)

  1. Currency Risk
    Foreign Exchange involves Exchange Rate Risk. Fluctuations in the exchange rate of a foreign currency may result in gains or losses in the event that the customer converts HKD to foreign currency or vice versa. The foreign currencies exchange may have different processing time subject to their service hours.
  2. RMB Currency Risk
    Renminbi ("RMB") is subject to exchange rate risk. Fluctuation in the exchange rate of RMB may result in losses in the event that the customer subsequently converts RMB into another currency (including Hong Kong Dollars). Exchange controls imposed by the relevant authorities may also adversely affect the applicable exchange rate. RMB is currently not freely convertible and conversion of RMB may be subject to certain policy, regulatory requirements and/or restrictions (which are subject to changes from time to time without notice). The actual conversion arrangement will depend on the policy, regulatory requirements and/or restrictions prevailing at the relevant time.
  3. H A R O on WhatsApp
    H A R O WhatsApp is made solely for general banking enquiries. Functions such as log-on, account enquiries, transfer, repayment and bill payment are not supported. Please be reminded that do not disclose or provide any of your personal or account information on WhatsApp.
  4. Successful payments
    For bill payment instructions which made before 4:30pm from Mon - Fri.
  5. Terms and Conditions apply.

To borrow or not to borrow? Borrow only if you can repay!