DBS upgrades its corporate chatbot with GenAI to deliver smarter, 24/7 client support and boost banking efficiency.
DBS Bank has infused its corporate virtual assistant, DBS Joy, with GenAI, reshaping digital banking support for business clients. Integrated into the IDEAL platform, this new GenAI model uses proprietary data and large language models to handle complex banking interactions with natural fluency and real-time accuracy.
Previously limited to scripted responses, DBS Joy now interprets open-ended questions, understands context, and generates dynamic replies on topics like account management, payments, and trade documentation. The shift addresses a long-standing challenge in corporate banking—handling high query volumes efficiently without compromising personalization. Since pilot deployment in February, Joy has processed over 120,000 conversations, serving 4,000 corporate clients monthly and improving satisfaction scores by 23%.
To maintain trust and compliance, DBS built multi-layered safety checks into Joy’s architecture. Each AI-generated response passes through rule-based filters and risk parameters before reaching users. Human evaluators then review conversation quality to refine model accuracy. The combination of GenAI automation and human oversight ensures transparency and reliability in financial communication—a key differentiator in regulated environments.
DBS also equips service specialists with an AI copilot that pulls relevant client data and suggests real-time actions. This tool reduces manual effort and allows relationship managers to focus on complex financial advisory tasks rather than routine inquiries. “The GenAI upgrade lets us offer instant, intelligent assistance while empowering our teams to deliver deeper client value,” said Chen Ze Ling, Group Head of Corporate and SME Banking at DBS.
