Artificial Intelligence solutions process data and make decisions and analysis, simulating thought and decision matrices. Artificial intelligence can be applied across a myriad variety of uses, from optimizing workflow processes, automating and adapting to changing landscapes through machine learning or processing user queries and responding with relevant information. The solution leverages on artificial intelligence to create a more efficient process for call center operations. The solution analyses call information and performs sentiment analysis and word cloud reports for performance improvement, increasing productivity and turnaround time while reducing errors. The solution utilizes artificial intelligence to forecast demand along the work stream, reducing customer waiting time and aiding in capacity planning, reducing costs through optimizing the workflow processes. Find out more at www.ey.com/sg/fintechhub. For enquiries, contact us via email at fintech@sg.ey.com.

1. Call center operations performance
improvement
Case study
Context:
A regional bank, with presence in multiple
countries, was looking to improve call center
operations agents by:
• Increasing payments processing throughput
• Reducing turnaround time (TAT) and error
rates
• Driving overall agent engagement
Recommended configuration included a laser-
edge focus on metrics to deliver tangible
business impact:
• Impact metrics: KPIs — throughput (i.e.,
error-free applications processed per
agent)
• Activity metrics: key activity indicators
(KAIs) — error rates, TAT, attendance,
availability, complaints and so on
Client impact:
• Reduction in daily forecasting errors,
leading to cost reduction and capacity
optimization
• Shaped a heuristic algorithm by leveraging
on-call data handled to route calls to group
with right skills and high level of accuracy
• Double-digit Increase in productivity
Contact us
Challenges faced by call center operations
Accurate demand forecasting and
capacity planning
Reducing customer waiting queues
Improving agent productivity
Mining and analyzing existing
customer data
Scaling up tools to manage
performance
Designing tools and systems to suit
frontline needs
Varun Mittal
EY Global Emerging Markets FinTech
Leader
varun.mittal@sg.ey.com
Leading-edge tech capabilities
Gamification for
incentives
Recommendation
engine
Actionable
intelligence
Activity
management via
keypad
Cognitive agents
(voice and chat)
Knowledge
management
system
Empowering operations to improve client interactions
in real time
Intelligent
transaction allocation
Performance
management
Feedback governance
Instant survey trigger—
mobile first
Core gamification
engine
Rich analytics
(sentiment analysis and
word cloud)
Demand forecasting
work stream
Complete gratification
loop
Actionable alerts and
notifications
Website: www.ey.com/sg/fintechhub
Email: fintech@sg.ey.com
Sahil Gupta
EY ASEAN FinTech Manager
sahil.gupta@sg.ey.com

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