"A pilot version of the generative AI-powered chatbot, named DBS Joy, was rolled out in February. It has since managed over 120,000 unique chats, DBS claimed in a statement. The virtual assistant also cut waiting times, and customer satisfaction scores rose by 23%. The bank's virtual assistant was first rolled out in 2018, under the same name. The new AI-enhanced chatbot provides instant answers to clients' frequently asked questions, and connects them with a customer service specialist if they have more complex requests."
"The bank added that its customer care workers are equipped with a digital co-pilot to help provide more tailored support to clients. The assistant "reduced employees' effort and allows them to focus on work that involved human judgment to address client needs," said Welson Jamin, group head of operations at DBS. The AI-powered DBS Joy is the latest move by the bank-No. 7 on Fortune's Southeast Asia 500 ranking-to incorporate artificial intelligence into its workflow."
DBS rolled out a generative AI-powered chatbot, DBS Joy, in a February pilot that has managed over 120,000 unique chats. The virtual assistant reduced waiting times and increased customer satisfaction scores by 23%. The AI-enhanced chatbot answers frequently asked questions instantly and routes complex requests to human customer-service specialists. The program serves mostly small- and medium-sized enterprises among roughly 4,000 corporate clients. Customer care workers use a digital co-pilot to provide more tailored support, reducing employee effort and enabling focus on tasks requiring human judgment. DBS applies AI across fraud detection, algorithmic credit scoring, and employee training, with plans to expand Joy beyond Singapore.
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