OCBC Staff Save 20 Hours Monthly as AI Reshapes Customer Service
Source: The Straits Times
OCBC has been running artificial intelligence tools at its Customer Service Centre since late 2024, and the results are starting to show in concrete, measurable ways. Staff at the Singapore bank's service centre report saving roughly 20 working hours per month, while the volume of phone.
OCBC has been running artificial intelligence tools at its Customer Service Centre since late 2024, and the results are starting to show in concrete, measurable ways. Staff at the Singapore bank's service centre report saving roughly 20 working hours per month, while the volume of phone calls requiring human handling has dropped to just one-fifth of pre-AI levels — a dramatic shift in how one of Singapore's oldest banks serves its customers.
The AI implementation includes real-time issue detection, automated routing of customer feedback to the correct departments, and predictive analytics that helps the team anticipate needs before customers raise them. AI-powered writing tools also help agents draft faster, more effective responses. During the Hari Raya season, for instance, the system predicts demand for new banknotes and lets staff proactively inform customers about availability and branch locations before inquiries spike.
Dennis Lee, OCBC's Head of Service Channels and Transformation Group, said the technology allows the bank to move beyond reactive support toward predictive and proactive engagement. By harnessing data, OCBC can better understand customer behaviours, anticipate needs, and resolve issues before they escalate — all while driving greater efficiency through automation. The bank's broader AI strategy now spans hundreds of use cases, from fraud detection to personalised credit card offers.
Nura Shereen Nordin, a service manager who has been with OCBC for 17 years, initially approached the AI rollout with skepticism but has since embraced it. She noted that the tools freed up her team to focus on higher-value interactions rather than repetitive queries. Still, she stressed that no matter how many AI tools you introduce, only human beings can truly make customers feel valued and cared for.
Why it matters for Singapore: OCBC's results offer a real-world benchmark for local enterprises still weighing AI adoption. The dramatic reduction in call volume and monthly savings per employee demonstrate that the productivity gains touted by vendors are achievable with thoughtful deployment. As Singapore pushes its Smart Nation agenda and encourages SME digitalisation, OCBC's experience provides a roadmap for balancing automation with the human touch that remains central to service excellence in Asia.