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Dubbed “CSO Assistant”, this aims to enable the bank to serve its consumer and corporate customers with queries more efficiently and effectively.
DBS will equip its 500-strong customer service officer (CSO) workforce in Singapore with a Gen AI-powered virtual assistant before the end of 2024. Dubbed "CSO Assistant", this will enable the bank to serve its consumer and corporate customers with queries more efficiently and effectively.
The Gen AI co-pilot was developed entirely in-house by the bank’s AI engineers, integrating a Large Language Model tailored to local languages and parlance with voice telephony and speech recognition capabilities. The CSO Assistant, in turn, transcribes customer queries in real-time and does ‘live’ searches on the bank’s knowledge base to quickly retrieve query-specific information, enabling CSOs to deliver the relevant solutions more speedily.
The above aside, it will also provide instant call summaries and pre-filling service request fields, assisting with post-call documentation.
According to DBS, based on data collected since pilots began in October 2023, CSO Assistant has demonstrated transcription and solutioning accuracy of nearly 100%, and when fully deployed, is expected to reduce call handling time by up to 20%.
It was added that nearly 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.
Nimish Panchmatia, Chief Data and Transformation Officer, DBS, commented: "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."
She added: "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."
Moving forward, DBS plans to progressively roll out CSO Assistant to its other markets over the next 12 months, starting with Taiwan and Hong Kong.
Apart from CSO Assistant, the bank is implementing over 20 Gen AI use cases, identified from a pool of over 240 ideas generated internally in 2023. One such programme that has benefitted employees is DBS-GPT, a Gen AI programme similar to ChatGPT which the bank developed to help its employees with content generation and writing tasks in a secure environment. DBS-GPT is currently available to over 25,000 employees across the bank.
Lead image / Provided
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