Trust Bank has cut customer chats handled by human agents by 50 percent and reported around a 40 percent drop in complaints within months of rolling out its Gen AI chatbot.
The chatbot lets customers ask questions in natural language and get answers directly within the Trust app, without going through fixed menus or scripted replies.
It handles common banking queries such as deleting a payee, paying a credit card bill, replacing a card, accessing bank statements and using Linkpoints.
The chatbot draws on updated product information and customer context to provide more relevant responses.
Complex cases are handed over to human agents with the conversation history retained.
Trust also involved its Customer Care team in refining the chatbot’s knowledge base to improve response quality.
Automated testing is used to monitor performance and support further updates.
Human Agents Shift to Complex Cases
The rollout has reduced routine support volumes, allowing human agents to focus on more complex customer issues.
One former customer service agent has also moved into a full-time AI analyst role, monitoring trends, deflection rates and performance results.
The project also showed that customers prefer conversational support over navigating app menus, while context plays a key role in improving support quality.
Angela Yeo, Head of Customer Service at Trust, said,
“Customers today expect banking to be instant, personalised and effortless. We saw a clear opportunity to redesign customer support with generative AI, not simply to automate conversations, but to deliver a genuinely better experience.
By combining AI’s speed, consistency and accuracy with thoughtful design, we’ve made banking simpler, more intuitive and delightful so customers can spend less time managing their finances and more time living their lives.”
Trust plans to expand its use of Gen AI beyond customer support, including AI-powered transaction search, spending insights and more personalised financial guidance.
While Trust’s chatbot shows how Gen AI is already being applied in banking, the broader challenge is speed.
Speaking at a Fintech News Singapore roundtable, Rajay Rai, Chief Information & Operations Officer at Trust Bank, warned that banks need to move faster to keep up with AI.
@fintechnewsnetwork After 35 years in banking, Rajay Rai, CIO @trustbank.sg ♬ original sound – Fintech News Network
Featured image: Edited by Fintech News Singapore, based on image by vishaldesignstudio via Magnific
