DBS Amplifies Banking Experience with AI-Powered Virtual Assistants

DBS is advancing in the realm of artificial intelligence (AI), transforming its virtual banking assistants from mere information tools to digital agents with the ability to perform banking tasks on behalf of customers.

The Singapore-based bank has introduced enhanced generative AI and agentic AI capabilities to over 10 million customers across Singapore, Hong Kong, and Taiwan. This has been achieved through its corporate banking assistant, DBS Joy, and retail banking assistant, DBS digibot. The progression signifies a wider shift in the banking sector, where AI is increasingly anticipated to perform not only as a source of information but also as an efficient and secure executor of routine tasks.

Corporate Banking Revolutionized

The most notable enhancement has been observed in the area of corporate banking. DBS Joy has evolved into a fully agentic AI assistant for business and SME clients in Singapore. Instead of merely guiding users to the relevant screens, the assistant is now capable of retrieving transaction information, analyzing account activity, and executing certain banking requests through a single interaction.

Approximately 350,000 corporate clients are already utilizing the improved assistant. DBS aims to extend this service to an additional 100,000 business users in Hong Kong in September, before further expanding it to other key Asian markets.

The bank has indicated that the most frequent requests from business clients are inquiries about payments, transactions, and account activity. By enabling customers to ask questions in natural language and receive immediate responses based on authenticated account data, DBS intends to streamline everyday treasury and cash management activities. The improved platform will also offer easier access to human advisors through an integrated live chat feature. Additional voice capabilities are planned for release later this year.

Expanding AI in Wealth Management

DBS is also broadening the use of AI in its retail and wealth sectors. The bank’s Gen AI-powered digibot, which already serves over nine million retail customers across Singapore, Hong Kong, and Taiwan, will be incorporated into the bank’s digiWealth platform from August.

The assistant will assist customers with investment-related inquiries and connect them to dedicated wealth planning managers when personalized advice is needed. Later in the year, DBS plans to introduce agentic functionalities that will allow customers to complete routine tasks – such as checking card usage, tracking reward points, requesting fee waivers, and blocking or replacing payment cards – directly through the conversation. The bank predicts that the virtual assistants will handle over one million customer conversations each month.