Since pilot trials began in February, the chatbot has handled more than 120,000 conversations. About 4,000 (corporate clients, mostly small and medium-sized enterprises) are now using the service each month. Customer satisfaction scores improved 23% during the trial period, according to the bank.
DBS has enhanced its virtual assistant, DBS Joy, with generative artificial intelligence (AI) to provide 24/7 personalised support to its corporate clients.
Available through the bank’s IDEAL digital banking platform, the upgraded in-house-developed DBS Joy chatbot uses large language models and proprietary data to manage client queries round the clock. It goes beyond scripted responses to generate contextual answers, handling everything from account inquiries to transaction requests before escalating complex cases to human specialists.
