DBS plans to deploy a Gen AI-powered virtual assistant, called “CSO Assistant”, to 500 customer service representatives (CSOs) in Singapore by the end of 2024.
Powered by Gen AI, the CSO Assistant aims to improve the efficiency and effectiveness of handling over 250,000 consumer and business customer enquiries every month.
In-house development DBSDeveloped by AI engineers at , the CSO assistant integrates large-scale language models tuned for local languages with voice telephony and speech recognition capabilities.
DBS’ Gen AI assistant transcribes customer enquiries in real time and performs live searches in the bank’s knowledge base to quickly retrieve enquiry-specific information, enabling the CSO to provide fast and appropriate solutions.
The assistant also helps with post-call documentation by providing an instant call summary and pre-populating service request fields.
Since the pilot began in October 2023, CSO Assistant has reportedly demonstrated near 100% accuracy in transcription and resolution.
DBS expects that once the Gen AI assistant is fully deployed, it will reduce call handling times by up to 20%.
Feedback from the pilot indicates that approximately 90% of participating CSOs felt that the Assistant had a positive impact on their workflow and are confident about its long-term use.
DBS plans to gradually roll out the CSO Assistant to Taiwan and Hong Kong over the next 12 months.
Nimish Panchmatia, Chief Data and Transformation Officer, DBS said:
“We view Gen AI as a co-pilot to empower our employees, with our immediate focus on driving efficiency and improving quality. The CSO Assistant is a great example of how we are innovatively using Gen AI to reduce work burden and empower our employees to enhance the customer journey and deliver differentiated customer outcomes.”
“In developing the CSO Assistant, we took a deliberate approach, stress-testing it against a responsible data use framework and iteratively enhancing it based on feedback we received during the pilot.”
