NEC's facial recognition system deployed by OCBC bank
14 February 2018 15:37 GMT

NEC Asia Pacific and NEC Corporation today announced the successful testing and roll-out of a facial recognition system at OCBC Bank's Holland Village branch in Singapore.

OCBC Bank is one of the first in Singapore's banking sector to adopt such a system as part of its digital efforts to improve service excellence.

Facial recognition is a growing form of biometrics used to identify and authenticate persons in a wide range of industries. With the widespread usage and acceptance in immigration systems, and secured identity card systems, biometrics is now expanding into commercial applications (e.g. banking, retail etc.).

Implemented since 4 December 2017, the 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. This is a very unintrusive approach for the bank to identify them.

Based on the VIP identification, the system allows the Premier Service Manager (PSM) to promptly identify and greet customers by their preferred name, offer them their preferred drinks and magazines, and, understanding their visit records, to promptly deliver services, giving the client a more personalized and pleasant customer journey.

The Bank can record the purpose of a customer's visit, gather feedback to help improve services, and understand customer behavior patterns, such as the frequency of their visits.

The system utilizes NeoFace, NEC's AI engine for face recognition.

"OCBC is committed to our service quality and implementing facial recognition to elevate the customer experience is one of the first steps that we are doing in the digital economy. Since introducing it, we received positive feedback from customers who were impressed by the personalized hospitality enabled by fast and accurate identification. Going forward, we will evaluate and consider the extension of the capability beyond customer service," said Mr. Pranav Seth, SVP, Head of E-business, Business Transformation and Fintech & Innovation group, OCBC Bank.

"We are pleased to work with OCBC Bank to provide this cutting-edge facial recognition solution to help improve the overall delivery of services to their valued clientele. We hope that through this co-creation we have helped OCBC Bank stay competitive in this fast-paced industry where customer experience is key. Moving ahead, we look forward to exploring more innovative and meaningful ideas to help customers digitally transform their businesses through artificial intelligence that includes biometrics and facial recognition," said Lim Kok Quee, Managing Director and Deputy CEO (ASEAN Sub-Region) of NEC Asia PacificC Bank