DBS rolls out gen AI assistant to customer service workforce

CSO assistant is expected to benefit its over 500 CSO staff in Singapore.

DBS is equipping its customer service officer (CSO) workforce in Singapore with a gen AI-powered virtual assistant before the end of 2024.

In a press release, DBS said that “CSO assistant”– which willl be rolled out to approximately 500 staff– will transcribe customer queries in real-time and will do ‘live’ searches on the bank’s knowledge base to help CSOs deliver relevant solutions quicker.

CSO Assistant is also expected to help with post-call documentation by providing instant call summaries and pre-filling service request fields.

Based on data from pilots, CSO Assistant has demonstrated transcription and solutioning accuracy of nearly 100%, according to DPS.

When fully deployed, CSO Assistant is expected to reduce call handling time by up to 20%.

Close to 90% of CSOs involved in the pilot reported that CSO Assistant had a positive impact on their workflow and expressed confidence in leveraging CSO Assistant in the longer term as a co-pilot, DBS said.

Apart from Singapore, DBS will also progressively roll out CSO Assistant to its other markets over the next 12 months, starting with Taiwan and Hong Kong.

Apart from CSO Assistant, DBS has over 20 Gen AI use cases that it is implementing, from a pool of over 240 ideas its staff generated internally in 2023.

One of these is DBS-GPT, a program similar to ChatGPT which the bank developed to help its employees with content generation and writing tasks, and which is now available to over 25,000 employees of DBS.