You will be attached to the Branch Service Call Centre in HDB’s Housing Management Group (HMG).

During your internship, you will explore the integration and application of Artificial Intelligence (AI) and Large Language Model (LLM) for call centre operations, focusing on enhancing customer experience and operational efficiency. This will include: a) Researching global best practices, use cases and trends in AI-powered call centres and applicability to Branch Service Line (BRSL) b) Evaluating the benefits and limitations of AI applications in call centres, with a focus on government agencies or companies that have successfully implemented such technologies c) Analysing how AI and LLM can be leveraged for BRSL call enquiries to reduce call agents’ efforts, voluminous call enquiries. Analysis will include development of new workflows, proposed changes to workflows, processes and integration with existing Customer Relationship Management Systems (CRMS) d) Propose a framework and playbook for AI and LLM application in BRSL’s context In addition, you will also be involved in the analysis of live chat transcripts to identify and analyse customers’ pain points and propose improvement measures to enhance customer experience and improve live chat agents’ productivity. You will have to submit a report and present your findings at key milestones of your project(s).

Internship Period: 5 May 2025 - 8 Aug 2025 We are looking for students from the following disciplines: - Business Analytics Please submit your CV, Cover Letter and Transcript in your application. We regret to inform that only shortlisted candidates will be notified.

We are Singapore's public housing authority and a statutory board under the Ministry of National Development. We take pride in creating homes and towns that form a quality living environment for the young and old. Throughout the years, our continuous innovation and upgrading programmes have ensured that the heartland remain our cherished home. Join us in making a difference to the heartlands and communities that matter to us. Take on the challenge of shaping the nation’s skyline and landscape. With the wide range of opportunities available in HDB, you play an integral part in redefining the future of public housing and improving the lives of Singaporeans.