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AI in a Singapore bank's contact centre
The prompt
A Singapore bank has 400 contact-centre agents. Each costs SGD 60,000 a year fully loaded and works about 1,600 productive hours a year. The team has listed three AI use cases (see the exhibit). Assume 80 percent of agents will use whichever tool is launched. Which should the bank start with, and what is it worth?
Your interviewer will share data as you ask for it. Ask clarifying questions, state a hypothesis, then lay out your structure out loud before you calculate.
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