DBS has officially launched its enhanced virtual assistant, DBS Joy, for corporate clients, integrating generative artificial intelligence (Gen AI) to provide round-the-clock support. Accessible via DBS IDEAL, the virtual agent offers instant answers to common queries and connects users to customer service specialists for complex issues. Since trials began in February, DBS Joy has managed over 120,000 unique chats, with around 4,000 corporate clients using the service monthly.
The introduction of DBS Joy aims to improve customer satisfaction by offering quicker responses and reducing wait times. Satisfaction scores have already increased by over 23% since the service’s enhancement. Chen Ze Ling, Group Head of Corporate and SME Banking at DBS, highlighted the bank’s commitment to empowering SMEs through innovative customer experiences, stating that DBS Joy represents a significant advancement in providing intelligent support.
Developed in-house, DBS Joy utilises large language models and the bank’s proprietary knowledge base to deliver dynamic, contextual responses. The system undergoes rigorous testing and customer feedback to ensure high accuracy, with responses filtered through internal checks to mitigate risks. Post-interaction, DBS Joy evaluators assess response quality and suggest improvements.
Welson Jamin, Group Head of Operations at DBS, noted that the virtual assistant allows customers to access information efficiently, whilst Gen AI supports employees in providing faster, more accurate responses. Kelvin Ong, a DBS Joy evaluator, emphasised the importance of quality assurance in delivering reliable customer service.
Looking forward, DBS plans to expand DBS Joy’s functionality and roll it out to other markets, including Hong Kong and India. The bank’s integration of Gen AI has been globally recognised, with DBS named the World’s Best AI Bank by Global Finance.
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