Will AI chatbots replace our contact center agents?

Not entirely. AI chatbots deflect routine inquiries (70%+ of volume), freeing agents to handle complex cases requiring empathy, judgment, and relationship-building. The training focuses on hybrid models where AI and humans complement each other.

How accurate are AI churn prediction models?

Accuracy varies by data quality and customer behavior predictability. Mature models achieve 70-85% accuracy identifying at-risk customers 30-60 days before churn. We teach model evaluation, A/B testing, and continuous improvement to maximise ROI from retention campaigns.

Can AI personalisation work with limited customer data?

Yes, through collaborative filtering and lookalike modeling. Even with sparse data, AI can make recommendations based on similar customer segments. As you collect more behavioral data (app usage, transaction patterns), personalisation accuracy improves over time.

Do we need technical teams to manage AI chatbots, or can CX teams do it?

Modern chatbot platforms offer no-code training interfaces allowing CX teams to update intents, responses, and conversation flows. However, initial setup and integration typically require IT/data team support. The training covers both business user and technical admin perspectives.

How do we ensure AI recommendations comply with fair lending and consumer protection rules?

We teach fairness testing, bias detection, and regulatory alignment frameworks. You'll learn to document AI decision logic, implement human oversight for high-stakes offers (credit, insurance), and build audit trails demonstrating compliance with MAS, OJK, BNM, and BSP consumer protection guidelines.

Training Solutions

CONNECT-FS

Cohort-basedSubsidy eligible

AI Customer Experience for Banking & Insurance

CX and digital banking teams can deploy AI chatbots, personalised recommendations, churn prediction, and sentiment analysis to deliver scalable, hyper-relevant customer experiences while reducing operational costs by 30-50% and improving satisfaction scores by 15-25 points.

Equip customer experience, contact center, and digital banking teams with AI tools to personalise interactions, automate support, predict churn, and deliver hyper-relevant financial product recommendations. Built for banks, insurers, and fintech platforms serving millions of customers across Southeast Asia's competitive financial services landscape.

Duration3-4 days

InvestmentUSD $20,000 - $35,000

Best forCX leaders, contact center managers, digital banking product owners, and insurance customer service teams seeking to scale personalised experiences while reducing operational costs

Start a Conversation Request Solution Brief

THE CHALLENGE

Sound familiar?

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Our contact center handles 50,000 calls per month asking the same 10 questions — AI chatbots could resolve 70% of them instantly.

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We're sending the same generic marketing emails to 2 million customers instead of AI-personalised offers based on behavior.

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Customer churn is 15-20% annually, but we don't know who's at risk until they've already closed their accounts.

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Our Net Promoter Score is stuck at 25 because customers wait 10+ minutes for basic support during peak hours.

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We launched a mobile banking app, but 60% of customers still call the contact center for simple transactions like bill payments.

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Insurance claims processing takes 7-14 days because we're manually reviewing documents and making payment decisions.

Trusted by enterprises across Southeast Asia

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OUTCOMES

What you'll achieve

Problems you'll solve

Contact centers overwhelmed with 40-60% of inquiries being routine questions resolvable by AI chatbots
Customer churn at 15-25% annually due to inability to identify and intervene with at-risk customers
Marketing campaigns delivering sub-2% conversion due to generic, untargeted product offers
Customer wait times averaging 8-15 minutes during peak hours, driving negative satisfaction scores
Digital channel adoption stagnant because customers lack personalised onboarding and education
Claims and support case resolution taking 7-14 days due to manual document processing

Value you'll gain

Cost Reduction: Lower contact center costs by 30-50% through AI chatbot deflection of routine inquiries
Revenue Growth: Increase cross-sell conversion by 3-5x using AI personalised product recommendations
Churn Prevention: Reduce customer attrition by 20-30% through AI early warning and retention interventions
Speed Improvement: Resolve 70% of support cases instantly via AI self-service instead of 24-48 hours
Satisfaction Gains: Improve NPS by 15-25 points through faster, more personalised customer interactions
Efficiency Gains: Free customer service teams to focus on complex cases requiring empathy and judgment

OUR PROCESS

How we deliver results

Step 1

CX Journey Assessment

We map your customer journeys across digital banking, contact centers, branch networks, and insurance touchpoints to identify AI automation and personalisation opportunities.

Step 2

CX Training Customisation

We tailor the programme to your customer segments (retail banking, SME, wealth, insurance), channels (mobile app, contact center, branches), and CX priorities (cost reduction, churn prevention, revenue growth).

Step 3

Hands-On AI CX Training

Your CX, digital, and contact center teams gain practical experience with AI chatbots, recommendation engines, sentiment analysis, and churn prediction tools across 3-4 days of workshops.

Step 4

Use Case Development

Teams design 3-5 AI CX use cases (e.g., AI loan officer chatbot, churn prediction model, personalised insurance quotes) tailored to your customer base and strategic priorities.

Step 5

Implementation & Performance Tracking

We provide 90-day support including chatbot training, recommendation model tuning, A/B testing frameworks, and CX metrics dashboards to measure AI impact on satisfaction and efficiency.

What you'll receive

Customised AI CX training programme (3-4 days)
5 training modules with hands-on labs and CX case studies
3-5 AI CX use cases with implementation roadmaps and ROI analysis
A/B testing and performance measurement frameworks
CX metrics dashboards tracking AI impact on satisfaction and efficiency
Regulatory compliance documentation for AI customer-facing systems
90-day post-training support and implementation guidance

Best for

CX leaders, contact center managers, digital banking product owners, and insurance customer service teams seeking to scale personalised experiences while reducing operational costs

IS THIS RIGHT FOR YOU?

Finding the right fit

This is ideal for you if...

Banks and insurers seeking to scale personalised CX while reducing operational costs
Contact center leaders overwhelmed by routine inquiry volume and long wait times
Digital banking teams looking to boost mobile app engagement and self-service adoption
CX functions facing high churn and struggling to identify at-risk customers
Institutions preparing to deploy AI chatbots, recommendation engines, or retention models

Consider another option if...

Organizations without CX teams or customer data infrastructure
Teams expecting AI to eliminate all human customer service (hybrid models are optimal)
Institutions unwilling to invest in A/B testing and continuous model improvement

See yourself in the list above?

Let's Talk

CURRICULUM

What you'll learn

2 days total

Introduction to AI in CX, chatbot technologies, personalisation engines, and AI ethics for customer-facing systems.

What you'll be able to do

Explain how AI transforms customer interactions from transactional to personalised and predictive
Identify high-impact AI CX use cases across digital banking, contact centers, and insurance
Assess trade-offs between AI automation and human touch in customer service
Navigate privacy and fairness considerations for AI personalisation and profiling
Evaluate AI CX vendor capabilities and integration requirements