AI Case Study

OCBC Bank text chatbot closes SGD70m in home loans

OCBC Bank of Singapore introduced a new chatbot Emma for home and renovation loan conversations. Taking three months to be fully trained the bank claims that it has closed Singapore $70m in home loans year to-date.

Industry

Financial Services

Banking

Project Overview

"It took three months for 'Emma' to be fully trained to address all possible questions asked by consumers about home loans and renovation loans, with one of the top three questions being how much a consumer can borrow. The chatbot uses its built-in total debt servicing ratio calculator to address the query."

Emma is trained to identify and associate with all terminology used in the process of applying for or refinancing a home loan. As new or revised regulations come up, Emma can be updated to respond to new questions, the bank said.

Emma, which is available on desktops, laptops and smart mobile devices, was jointly developed by OCBC's home loans team and CogniCor, one of the startups from The Open Vault at OCBC. The Open Vault is OCBC's fintech accelerator programme.

Reported Results

Emma has "closed more than S$70 million in home loans since the start of the year,"

Technology

Function

Customer Service

Technical And Product Support

Background

"OCBC chatbot 'Emma' helps customers sign $70m in home loans
It took three months for "Emma" to be fully trained to address all possible questions asked by consumers about home loans and renovation loans, with one of the top three questions being how much a consumer can borrow.

Benefits

Data

The chatbot was "fully trained to address all possible questions asked by consumers about home loans and renovation loans, with one of the top three questions being how much a consumer can borrow."