Executive summary
A leading digital bank in Singapore successfully implemented Dyna.Ai's Voice Agent solution to enhance customer engagement operations, achieving 3× efficiency gains and maintaining no compliance breaches.
The solution handles over 1,000 outbound calls per hour, significantly improving operational scalability and transforming collections capacity from a full-day process into near real-time execution.
Institution profile
The client is a fast-growing digital bank in Singapore serving a diverse, digitally native customer base, including Gen Z and millennial professionals.
Operating in a multilingual and highly regulated environment, the bank required scalable engagement solutions that could maintain personalization while ensuring strict compliance standards.
Business challenge
As the bank scaled, its collections operations became a bottleneck:
- Daily call demand surged to 1,700–2,500 calls
- Existing capacity was limited to ~200 calls/day with two staff
- Increasing pressure on: Response speed Service consistency Regulatory compliance Multilingual support
- The bank needed a solution that could scale outreach rapidly, while preserving customer trust and meeting compliance requirements.
The solution: AI Voice Agent Deployment
Dyna.Ai deployed its Voice Agent technology integrated into the bank's telephony system utilizing Automatic Speech Recognition (ASR), Text-to-Speech (TTS), and intelligent conversation management.
The implementation evolved from a single pilot to nine comprehensive application areas representing Voice AI as a strategic pillar for digital banking:
Key Benefits & Outcomes
The Voice Agent achieved remarkable operational improvements including managing over 1,000 outbound calls per hour, 70% reduction in manual workloads enabling staff focus on higher-value conversations, 3x efficiency gain with zero compliance breaches representing a first in Singapore's digital banking landscape, strong connection rate maintained at approximately 40%, human workload reduction from 90% to 40%, coverage rate improvement from 24% to 100%, and recovery rate increase from 10% to 20%.
Implementation insights
A few key factors contributed to the success of the deployment.
First, localization played a critical role. The solution was designed to support natural code-switching between English, Singlish, and Mandarin, enabling more authentic and effective customer interactions.
Second, the conversation engine moved beyond simple keyword recognition, using intent-based logic to handle dynamic and often sensitive collections dialogues.
In addition, the speech recognition system was optimized for real-world conditions, including background noise and diverse accents, ensuring consistent performance across customer segments.
Finally, seamless integration with the bank’s existing systems allowed for rapid deployment without disrupting ongoing operations.
Conclusion
This case demonstrates how AI Voice Agents can move beyond pilot programs to become a strategic pillar in digital banking operations.
By combining automation with localized intelligence and compliance-first design, the bank successfully scaled its collections function, achieving higher efficiency, better customer coverage, and measurable financial impact.
