How DBS Bank uses AI

Mastercard completed its first live, authenticated agentic transaction in Singapore with DBS and UOB: an AI agent from CardInfoLink booked and paid for a ride to Changi Airport through the mobility provider hoppa. Each agent receives its own Mastercard Agentic Token, the consumer's consent is captured explicitly and the purchase is confirmed with Mastercard Payment Passkeys on a tokenized credential. DBS stresses safeguards, transparency and customer authorization, and UOB calls the collaboration a framework for agentic payments. It is a single milestone transaction, and no outcome figures are disclosed.

No outcome disclosed.

DBS rolled out an agentic AI solution in which specialised agents handle more than 70 tasks to turn raw data (annual reports, industry research, internal records) into a review ready first draft of a credit memo for large and mid sized corporate clients. Relationship managers and credit risk managers iterate with the agents to reach the final memo. After a pilot with 150 users it reached about 1,500 employees globally in August 2026. DBS states a goal of cutting the time spent by at least 30%; that is a target, not a measured result.

• Users served: about 1500, employees globally, August 2026 rollout

  "After an initial pilot phase involving 150 participants, the capability has been rolled out to approximately 1,500 employees globally."

  Claimed by: organization

DBS runs two generative AI virtual assistants on its own AI platforms: DBS digibot for individual customers in Singapore, Hong Kong and Taiwan, and DBS Joy for corporate and SME customers. In July 2026 DBS Joy became agentic in Singapore and now answers questions such as payment status and fees from the customer's own transaction and account data. DBS digibot answers card, refund, fee waiver and remittance questions today; DBS plans to add agentic tasks such as checking card usage, tracking reward points and blocking or replacing cards in the fourth quarter of 2026, for logged in customers only.

• Containment rate: about 90%, DBS digibot, first half of 2026, queries resolved without a follow up call

  "In the first half of 2026, DBS digibot successfully resolved nine in every 10 queries digitally, without customers needing to make a follow-up call."

  Claimed by: organization
• Contact deflection: 7%, DBS Joy in Singapore, first six months of 2026, calls or emails to customer service

  "Active users increased by 61%, contributing to a 7% reduction in calls or emails to customer service."

  Claimed by: organization
• Satisfaction uplift: 17%, DBS Joy in Singapore, first six months of 2026

  "Customer satisfaction scores for DBS Joy rose by 17% over the same period."

  Claimed by: organization

DBS rolled out a generative AI version of DBS Joy, its virtual assistant for corporate clients, inside the IDEAL digital banking platform. It answers servicing questions around the clock from the bank's own knowledge base, passes complex requests to a service specialist who has a generative AI copilot, and its answers are reviewed afterwards by experienced customer service agents working as DBS Joy evaluators. DBS reports customer satisfaction scores improved by over 23% over the trial period. A later update made DBS Joy agentic (see the separate DBS Joy and digibot record).

• Interactions handled: at least 120,000, unique chats since the start of trials

  "Since early trials of the new features started in February, DBS Joy has managed over 120,000 unique chats and counting."

  Claimed by: organization
• Users served: about 4000, corporate clients per month

  "About 4,000 corporate clients, the vast majority of which are small and medium enterprises, now use the service every month."

  Claimed by: organization
• Satisfaction uplift: at least 23%, users of the virtual agent, from the start of trials in February to November 2025

  "In addition to quicker responses and shorter wait times, users of the virtual agent were also more satisfied with their experience, with customer satisfaction scores improving by over 23% in the same period."

  Claimed by: organization

DBS built CSO Assistant in house for its 500 customer service officers in Singapore, who handle queries from more than 250,000 customers a month. It combines a language model tuned to local languages and parlance with telephony and speech recognition: it transcribes the call in real time, searches the knowledge base live, then writes the call summary and prefills service request fields. Pilots began in October 2023; full rollout in Singapore was planned before the end of 2024, followed by Taiwan and Hong Kong. The 20% cut in call handling time in the release is an expectation, not a result.

• Accuracy: about 100%, pilot, October 2023 to July 2024

  "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%."

  Claimed by: organization