OCBC’s Voice-Based Virtual Assistant Logs 20,000 Requests

OCBC’s voice-based virtual assistant has successfully resolved over 20,000 requests since its launch in mid-August, the bank said, breaking down the request types received.

According to OCBC, half of the requests were about spending categories and budgets with another 30 percent being on inquires about past banking transactions. Other popular voice-based requests include locating ATMs, paying bills and changing PINs.

The «OCBC Banking Assistant» can be found in the bank’s mobile app and was developed over 13 months in partnership with U.S.-based fintech firm Clinc, engaged through the bank’s Open Vault fintech and innovation lab.

The bank notes that the development of an effective voice-based solution required local considerations or, in its case, a consideration for Singaporean English. Unstructured phrases commonly used in Singapore such as How much I spend on dining?, Can show my spending pattern? or Can pay my bill?, were stumbling blocks that had to be ironed out.

Ordering up and carrying out commonly-used banking services just by talking to their smartphones will make it much easier for our customers to manage, move and multiply their finances on their own terms,»said Aditya Gupta, head of digital business, Singapore and Malaysia, OCBC Bank.

We are bullish on the conversational AI and natural language processing technology and will continue to invest in enabling more voice-activated interactions over time.