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CPF Board harnesses AI to improve call centre services
The Straits Times
|July 11, 2025
The CPF Board has been using artificial intelligence (AI) since March to automatically transcribe and summarise calls made to its helpline, allowing human call agents more time to take calls and assist those who need more help.
With the aid of local tech firm NCS, it is piloting a feature that can identify callers who are less tech-savvy and prioritise them, enabling them to reach a call agent faster.
Previously, call agents had to transcribe and summarise every call they handled after the conversation ended.
"Now they become editors instead – they still need to go through the transcript to ensure that it is correct," said Mr Ng Hock Keong, the CPF Board's deputy chief executive of infocomm technology and digital services.
Speaking to The Straits Times on the sidelines of NCS Impact 2025, held at the Sands Expo and Convention Centre on July 10, he said the impetus for the project was to leverage AI to better serve Singaporeans.
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