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UOB Leverages AI to Elevate Productivity and Customer Satisfaction


UOB Leverages AI to Elevate Productivity and Customer Satisfaction

United Overseas Bank (UOB), the largest consumer bank in ASEAN, is at the forefront of innovation, deploying Microsoft's Copilot to enhance collaboration and productivity across its operations.

GenAI Integration for Improved Efficiency

UOB takes the lead among Singaporean banks by piloting Microsoft's latest technology, GenAI, in various frontline and back-end functions. Approximately 300 employees will leverage Microsoft 365 Copilot to streamline tasks in branches, customer service, technology, and operations.

Adhering to MAS FEAT Principles

Adhunik Chug, Managing Director of UOB’s Group Infrastructure Platform Services, emphasizes adherence to the Monetary Authority of Singapore (MAS)'s Fairness, Ethics, Accountability, and Transparency (FEAT) principles. UOB actively collaborates with industry peers and regulatory bodies to ensure responsible and secure AI deployment.

Enhancing Customer Interaction with GenAI

GenAI is set to integrate with Microsoft 365 applications, improving efficiency in handling UOB’s data in various documents and communication channels. Notably, GenAI will play a key role in customer service, crafting clear and concise responses to reduce response times and elevate customer satisfaction.

AI as an Ally, Not a Replacement

UOB sees AI as a tool to enhance employee productivity, emphasizing that higher-level human capabilities, such as emotional intelligence and empathy, remain crucial in banking. The bank envisions an AI Employee Alliance, where AI becomes a valuable companion for work and play, improving workflows without replacing jobs.

Balancing Digital and Offline Experiences

Despite the rise of online banking, UOB maintains an omnichannel approach. The bank recognizes the importance of human interaction in building trust with customers. The ASEAN Consumer Sentiment Study 2023 reveals that while simple transactions are preferred digitally, more complex transactions still rely on offline or a combination of channels.

In summary, UOB's strategic adoption of AI technologies reflects a commitment to innovation while ensuring responsible and ethical use. By integrating GenAI into various banking functions, UOB aims to achieve a harmonious blend of human expertise and AI capabilities, ultimately enhancing both employee efficiency and customer satisfaction.


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