OCBC Bank scans customer faces for personalised service at the branch

OCBC Bank scans customer faces for personalised service at the branch

OCBC Bank is introducing facial recognition at its branches to identity high-rolling customers as they approach the service desks.

Implemented since 4 December 2017, the NEC-developed system instantly identifies OCBC Premier Banking customers in real-time as they approach the lounge in the branch without needing to stop to look at the camera.

Based on the VIP identification, the system allows the Premier Service Manager (PSM) to promptly identify and greet customers by their chosen name, offer them their preferred drinks and magazines, and, scan their account records records.

NEC's AI-based NeoFace system records the purpose and frequency of customer visits and provides feedback to refine the personal touch on future encounters.

"Implementing facial recognition to elevate the customer experience is one of the first steps that we are doing in the digital economy," says Pranav Seth, SVP and head of e-business and business transformation at OCBC Bank's fintech and innovation group. "Since introducing it, we received positive feedback from customers who were impressed by the personalised hospitality enabled by fast and accurate identification. Going forward, we will evaluate and consider the extension of the capability beyond customer service."

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