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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.

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 - SWAT Team

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

Published: Friday, April 26, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
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 Performance Monitoring
PH: 1+480-435-9390
 

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