OCBC's New Voice-Based Virtual Assistant Gaining Traction - Fintech Singapore

Each month, over two million banking transactions and services are performed using the OCBC Mobile Banking app. Since 19 August 2019, the app has offered an AI-powered voice-based virtual assistant – which has helped with over 20,000 requests made via voice. In half of these requests, the customer was seeking information about spending categories and budgets; another 30 per cent concerned past banking transactions. Other mobile banking services that were performed using voice included locating ATMs, paying bills and changing banking PINs. The new voice-activated banking service, which was developed and trained over 13 months and is called the OCBC Banking Assistant, 'lives' in the OCBC Mobile Banking app.