Service, Meet Intelligence: AI That Gets Things Done

Leverage GenAI to Streamline Operations, Enhance Service and Maximise Compliance

In an era where digital convenience defines expectations, the way organisations in Singapore engage with customers is undergoing a profound transformation. Once a back-office support function, the contact centre is now becoming a frontline enabler of strategic value.

Whether it’s a government agency assisting a citizen with a healthcare inquiry or a retail brand helping a customer with a purchase, the demand for responsive, empathetic and seamless service is non-negotiable.

As organisations adapt to a more connected world, many contact centres are held back by outdated systems. Agents juggle legacy tools, disconnected platforms and manual processes while navigating complex data regulations. This leads to slower response times, inconsistent service quality, rising agent burnout and ultimately, a decline in satisfaction for customers.

Such an environment begs the question: How can organisations modernise their contact centres to meet rising expectations, ensure compliance and empower agents without overhauling their entire infrastructure?

Digital Contact Centres Powered by AI

Forward-thinking organisations are turning to digital contact centres—intelligent, AI-powered platforms that unify communication channels, data and workflows into a single, seamless interface.

Whether customers call a hotline or customers message on social media, these intelligent platforms enable fast, personalised support. Agents access real-time info to deliver consistent, high-quality service across all channels.

The GenAI Advantage

At the heart of this transformation is Generative AI. GenAI Assistants go beyond traditional bots as they understand sentiment, intent and context. They transcribe conversations, summarise interactions, recommend responses and support agents with contextual coaching.

This results in fewer screens, fewer clicks and a massive reduction in cognitive load. Whether supporting a citizen applying for government aid or assisting a customer with a service request, GenAI becomes a digital co-pilot, enabling agents to focus on what truly matters: human connection.

Improving Performance Through AI-Powered Automation

With mundane tasks like note-taking, data entry and knowledge retrieval automated by GenAI,

agents are empowered to deliver more meaningful service. They gain immediate access to full interaction histories, AI-recommended next steps and actionable insights.

In the public sector, this translates into faster resolution times and more consistent citizen experiences. In the private sector, it drives customer satisfaction, loyalty and business growth while making every interaction smarter and more strategic.

Improving Performance Through AI-Powered Automation

In Singapore’s tightly regulated landscape, GenAI Compliance Assistants offer the accuracy and reliability that organisations need. According to NCS, these AI-powered tools integrate smoothly into existing systems, expanding call monitoring from just 5% to 10% to full coverage.

They also cut compliance-related manhours by up to 90% and eliminated the usual 3–6 month review delays, enabling faster and more efficient compliance management.

These tools proactively monitor live conversations for policy adherence and flag sensitive data handling. They ensure approved language is used, minimise human error, streamline audits, and uphold organisational integrity through continuous, automated compliance.

Join the OpenGov Breakfast Insight to explore how innovative technologies are reshaping customer engagement and service delivery in Singapore. Discover how AI, data-driven personalisation strategies and seamless multi-channel platforms are revolutionising the delivery of personalised services in the private sector while ensuring privacy, security and operational efficiency.

This session will allow delegates to:

• EXPLORE how digital contact centres are redefining service delivery across sectors.

• LEARN how AI-driven solutions like GenAI Assistants can transform agent productivity and customer satisfaction

• DISCOVER how you can address compliance challenges and reduce the risks of human error in your contact centre operations.

• GAIN insights into the future of customer services, focusing on privacy, security and operational efficiency.

Who should attend:

• Chief Customer Officer

• Chief Digital Officers

• Chief Information Officers

• Chief Innovation Officers

• Chief Operating Officers

• Chief Technology Officers

• Chief Transformation Officers

• Directors and Heads of Technology Capabilities and Innovation

• Directors and Heads of Technology, Strategy and Policy

• Head of Customer Experience

• Head of Operations