{
  "id": 1656294,
  "title": "How OCBC is using data analytics to speed up and improve customer service",
  "url": "https://urgent.news/2026/08/18/how-ocbc-is-using-data-analytics-to-speed-up-and-improve-customer",
  "topic": "finance",
  "section": "Finance & Markets",
  "published": "2026-08-18T06:58:00.000Z",
  "source": {
    "name": "Straits Times Business",
    "slug": "straits-times-business",
    "url": "https://www.straitstimes.com/business/how-ocbc-is-using-data-analytics-to-speed-up-and-improve-customer-service"
  },
  "original_language": "en",
  "account": "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.\n\nWhen 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.\n\nThe 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.\n\nAdditionally, 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.",
  "summary": "Eight in 10 customers calling OCBC were able to reach a service staff within 60 seconds in 2025.",
  "key_points": [
    "OCBC uses data analytics to reduce customer wait times to 60 seconds by 2025.",
    "Regional service analytics team launched in 2024 to proactively address issues.",
    "Generative AI analyzes call minutes to coach frontline teams."
  ],
  "editors_take": "OCBC's data analytics push enables faster customer service, reduces call volumes, and personalizes support, positioning the bank to proactively prevent issues rather than just reactively resolving them.",
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}