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News : AI Could Displace Banking Jobs in Singapore

#contactcenterworld, @eynews

Singapore, April 25, 2019 -- Forty financial services job roles in Singapore are set to be highly impacted — either through role convergence or displacement — by robotic process automation, advanced analytics, and AI, per an Ernst & Young study commissioned by the Institute of Banking and Finance Singapore and the Monetary Authority of Singapore.

Of these 40 roles, 13 are within retail and corporate banking, including branch tellers, loan officers, and call center representatives.

Here's what it means: Banks should focus on reskilling employees who will be mostly impacted by analytics and automation.


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To ensure success in training staff, banks need to identify which skills employees will need in the future. The study highlights data interpretation and analysis, as well as advanced digital acumen as key skills necessary for employees working with analytics and AI.

In terms of data interpretation, banking product sales officers, for instance, will need to leverage useful data patterns to up sales. Ensuring digital literacy of staff is also key for banks that want to take advantage of the AI opportunity: Expertise in this area can help employees innovate, but also digitally train their customers.

The bigger picture: Despite the industry's technological transformation, human expertise will remain vital to banking operations and customer service.

As machines take over repetitive tasks, employees can focus on leveraging technology and using their expertise to create innovative products and solutions. The relationship between humans and machines can be complementary: AI can enhance staff productivity while improving employee satisfaction, as automation can allow staff to engage in more meaningful and creative activities.

And regardless of the amount of tasks to be automated, humans will still need to supervise and interpret results. Further, as customer trust of AI remains low — only 19% of respondents to recent VMware research cited by Forbes would let technology manage their money — human relationships will remain vital in banking.

To ensure a smooth transition for employees, banks should cultivate a culture of open communication that will seek to ease concerns and create an environment that favors adaptability and innovation.

#contactcenterworld, @eynews

Posted by Veronica Silva Cusi, news correspondent

Source: https://www.businessinsider.com


About Ernst & Young:
Company LogoErnst & Young (or "EY") is one of the largest professional services firms in the world and one of the Big Four auditors, along with PricewaterhouseCoopers (PwC), Deloitte Touche Tohmatsu (Deloitte) and KPMG. According to Forbes magazine, as of 2008[update] it is also the 9th largest private company in United States.
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Today's Tip of the Day - Allow Enough Space For Data

Read today's tip or listen to it on podcast.

Published: Friday, April 26, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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