CSO Assistant transcribes customer queries in real time and does ‘live’ searches on the bank’s knowledge base to quickly retrieve query-specific information. It also helps with post-call documentation by providing instant call summaries and pre-filling service request fields.
By the end of this year, DBS Bank's 500 customer service officers in Singapore will be able to use a generative AI-powered virtual assistant to serve customers more efficiently.
Called “CSO Assistant”, the virtual assistant was fully developed by the bank’s artificial intelligence (AI) engineers, who integrated a large language model tailored to local languages and parlance with voice telephony and speech recognition capabilities.
