How OCBC is using data analytics to speed up and improve customer service
Eight in 10 customers calling OCBC were able to reach a service staff within 60 seconds in 2025.
OCBC Bank is improving customer service by harnessing data analytics in 2023, 52% of customers were able to reach a service staff within 60 seconds, rising to 80% by 2025. To achieve this, the bank launched a regional service analytics team in 2024 to proactively identify and address recurring customer issues. Common problems include customers forgetting to activate their new credit cards, elderly customers struggling to complete purchases with their old cards, and travelers forgetting to unlock their cards for overseas spending.
When OCBC detects these issues, it sends customers push notifications or SMSs with instructions on how to resolve them, such as directing them to the bank’s app. This enables customers to continue their transactions quickly without needing to call the bank. OCBC head of group service channels and transformation, Dennis Lee, explained that the bank has successfully reduced the volume of calls.
The bank is also using generative AI to analyze millions of call minutes, identifying moments that "wow" customers and poor-quality calls. This helps supervisors intervene swiftly, providing targeted coaching to frontline teams. OCBC has introduced an in-app call feature for customers traveling abroad, allowing them to reach the contact center without incurring international direct dialling charges.
This feature was introduced after internal data showed that 92% of customers who had card transaction issues overseas avoided calling the bank due to IDD charges and a longer verification process. The feature will be available to all customers by the end of 2026.
Additionally, OCBC is equipping its customer service workforce with AI tools, ensuring they maintain a human touch. The bank follows up with customers who give low ratings, investigating and resolving systemic issues. Lee emphasized the bank's "next frontier" strategy, aiming to move from reactive resolution to more proactive prevention using artificial intelligence, digital technology, and data.
Written by urgent.news from Straits Times Business's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
