SingaporeFinance and insurance2023 – ongoing

DBS Bank

CSO Assistant, a generative AI assistant for call-centre staff

DBS piloted a generative AI assistant, planned a rollout to 500 Singapore call-centre officers and expected up to 20% shorter calls

In progressCompany's own claimOfficial ↗

Problem

Customer service officers at DBS typed notes, searched the bank's knowledge base and filled in service request forms while the customer was on the line. The bank wanted to cut that routine work and shorten calls.

Approach

DBS engineers built the tool in-house. It pairs a language model tuned for local languages with voice telephony and speech recognition. It transcribes the call in real time, pulls answers from the knowledge base, writes a post-call summary and pre-fills service request fields. A pilot began in October 2023, and the bank planned to give it to all 500 customer service officers in Singapore by the end of 2024, then to Taiwan and Hong Kong.

Results

up to 20%expected reduction in call handling time once fully deployed, per DBSCompany's own claim[1][2]

nearly 100%transcription and solutioning accuracy in the pilot, per DBSCompany's own claim[1][2]

close to 90%share of pilot officers who said the tool had a positive effect on their workflow, per DBSCompany's own claim[1]

250,000+consumer and corporate customer queries per month the tool was meant to handle, per press reportCompany's own claim[2]

Takeaway

DBS automated note-taking and information retrieval during calls, with pilot officers reporting a positive effect on their work. The bank's expected reduction in call time had yet to be measured.

Sources

DBS empowers its Customer Service Officers with Gen AI powered virtual assistant to reduce toil and enhance customer experience
DBS Bank18 Jul 2024Company publication
DBS Gen AI assistant
Fintech News Singapore18 Jul 2024News article

Source summaries

[1]DBS Bank18 Jul 2024

DBS announced that its CSO Assistant, piloted since October 2023, would reach 500 customer service officers in Singapore by the end of 2024. The release gives pilot accuracy of nearly 100% and positive feedback from close to 90% of pilot officers. It says call handling time should fall by up to 20% once the tool is fully deployed, and names Taiwan and Hong Kong as the next markets.

[2]Fintech News Singapore18 Jul 2024

The trade outlet reported that the tool was meant to handle more than 250,000 consumer and corporate queries a month and pre-fill service request fields. It cited DBS's pilot accuracy and expected call handling time reduction of up to 20%.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026