Singapore – DBS, a financial services group, has recently unveiled the latest gen AI-powered virtual assistants, with the goal of empowering its customer service officers (CSOs) with the capacity to reduce toil and enhance the customer experience.
Through this solution, call handling times are projected to be cut by 20%, thereby improving the bank’s efficiency and effectiveness in serving over 250, 000 consumer and corporate customers who have queries each month.
The Gen AI co-pilot was entirely developed in-house by the AI engineers at the bank. It particularly integrates a large language model tailored to local languages and parlance with voice telephony and speech recognition capabilities.
Exploring its capabilities further, the CSO assistant also transcribes customer queries in real-time and conducts ‘live’ searches in the knowledge base of the bank. This ensures a quick retrieval of query-specific information and allows CSOs to deliver relevant solutions more quickly.
Additionally, the CSO Assistant assists with post-call documentation by providing instant call summaries and pre-filling service request fields.
Nimish Panchmatia, chief data and transformation officer at DBS, said, “We see Gen AI as a co-pilot to supercharge our employees, and our immediate focus has been on driving efficiency gains and quality improvement. CSO Assistant is a prime example of how we leverage Gen AI innovatively to remove toil in the way we work, which in turn enables our people to enhance customer journeys and deliver differentiated customer outcomes.”
“In developing CSO Assistant, we took a measured approach by stress-testing it against our responsible data use frameworks and iteratively enhancing it based on feedback received during the pilot,” explained Nimish.
The new gen AI virtual assistant is expected to be rolled out by the end of 2024 across its 500 customer service officers in Singapore.
