OCBC's Emma may have proven that chatbots are indeed the future of banking.
According to UOB KayHian, Emma has already handled 34,000 enquiries and has facilitated approval of $28m worth of loans since its launch in January.
Emma can answer common questions on home loans and renovation loans and is equipped with a total debt service ratio (TDSR) calculator.
"More than 10% of chat sessions have been converted to home loan sales prospects. Productivity increases as Emma has already sussed out customers’ specific needs and product specialists could focus on empathy and connection," UOB KayHian said.
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