DBS Launches AI Chatbot to Enhance Corporate Client Services – Banking Exchange
LinkedIn Twitter RSS Feed
Gen AI boost for Singapore banking giant with streamlined tool for corporate client care
DBS, the largest bank in Southeast Asia, has unveiled an upgraded AI-powered chatbot aimed at transforming customer service for its corporate clients.
First launched in 2018, a revamped version of its DBS Joy tool, powered by generative AI, was piloted in February and has since handled over 120,000 unique chats.
The results have been positive, with the Singapore-based bank reporting a 23% increase in customer satisfaction amid reduced wait times.
Designed to offer 24/7 support, DBS Joy provides instant responses to frequently asked questions and seamlessly connects users to human agents for complex queries. The initiative primarily targets small- and medium-sized enterprises, which make up the bulk of DBS’s 4,000 corporate clients.
According to Welson Jamin, group head of operations at DBS, the revised AI tool “allows (employees) to focus on work that involves human judgment to address client needs.”
In addition to client-facing improvements, DBS has equipped its customer care staff with a digital co-pilot, a tool intended to provide its employees with the flexibility to provide clients with a more personalized service.
This move aligns with DBS’s broader strategy to integrate AI across its operations. Ranked No. 7 on Fortune’s Southeast Asia 500 list, the bank already leverages AI for fraud detection, credit scoring, and staff training.
Its CEO, Tan Su Shan, ranked Fortune’s Most Powerful Woman in Asia in 2025, is a keen champion of AI adoption, describing it as an “upgrade” that frees teams from routine tasks to focus on innovation.
At present available only in Singapore, DBS plans to expand Joy to other key markets, including Hong Kong and India, reinforcing its commitment to digital transformation and client-centric innovation.
Tagged under AI; Artificial Intelligence; Feature; Feature3; Global Exchange;
Pension funds in the state of Arizona alone invested …
Tariff uncertainty and investor concern are driving s…
More investors are looking to take a defensive approa…
The move reflects rising confidence in European econo…
With equities holding the largest share of portfolios…
No thanks, I don’t want the latest banking news and analysis
Already subscribed, please don’t show again
