More than 10 million DBS customers use virtual assistants that are being upgraded to answer queries and support selected banking requests.
DBS is expanding generative AI and agentic AI capabilities across DBS Joy for corporate users and DBS digibot for individuals, with the upgrades being introduced in phases across Singapore, Hong Kong and Taiwan.
DBS Joy became fully agentic in Singapore earlier this week, allowing corporate and SME customers to complete simple banking tasks within a single conversation.
Around 350,000 corporate users can now ask whether a payment went through, review transfers to a specific recipient or check fees paid.
The assistant retrieves and analyses transaction and account data before presenting the information in the chat.
DBS plans to extend the agentic capabilities to another 100,000 corporate users in Hong Kong in September, followed by a phased rollout across its other key markets.
DBS digibot has also received generative AI upgrades across the three markets since earlier this year.
New wealth-related conversational features are due to launch next week.
The bank will later add agentic functions for common servicing tasks, including checking card usage, reviewing rewards points and blocking or replacing cards.
The agentic features will only be available after users log in to DBS IDEAL or the DBS/POSB digibank app.
The assistants will act only on instructions initiated by authenticated customers.
DBS expects the two services to handle more than one million chats a month.
Customers can still contact a service officer for more complex requests or if they prefer human assistance.
DBS Group Chief Operating Officer Derrick Goh said,
“Building on more than a decade of AI innovation, we are taking the next leap forward – moving from helping customers find information to helping them get things done.
This is especially significant in corporate banking, where digital assistants remain uncommon and agentic capabilities even more so. By combining our deep digital capabilities, trusted customer relationships and proprietary AI platforms, we are reimagining how banking services are delivered.”
Featured image: Edited by Fintech News Singapore, based on image by Who is Danny via Magnific
