@ncsgroupofficial: Calling customer service shouldn't be a frustrating experience, especially when dealing with complicated enquiries or long phone menus. Working together with @cpfboard, NCS enhanced its Internet Protocol Contact Centre (IPCC) with AI capabilities to improve both customer and agent experiences. Through the AI-powered IPCC 2.0 solution, CPF Board’s agents can access relevant information from a single screen while calls are automatically transcribed and summarised, enabling faster and more efficient service delivery. The results have been meaningful: first-call resolution rates increased from 87% to 92%, helping more members get the assistance they need on their first call. As featured on @channelnewsasia, this partnership demonstrates how AI can be thoughtfully applied to enhance public services, empower frontline teams and deliver better outcomes for citizens. Watch the CNA video to learn more about how NCS and CPF Board are leveraging AI to transform customer service experiences. #NCS #ShapingTomorrow #AI #CustomerService #Callcentre

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