DBS Bank expands AI capabilities across Asia

DBS Bank is advancing its digital transformation by integrating generative and agentic artificial intelligence across its regional operations. The bank, which is Southeast Asia’s largest by assets, is positioning itself as an AI-enabled financial institution to support Singapore’s digital economy and manage shifting trade and investment flows in Asia.

In Hong Kong, the bank is rolling out agentic AI capabilities for its corporate platform, DBS Joy, starting September 26. This upgrade allows business clients to execute tasks such as querying transaction statuses and bank fees directly through a single dialogue interface rather than navigating multiple pages. The bank reports that DBS Joy has already contributed to a 16% reduction in customer service hotline volume.

For retail customers, the bank plans to upgrade its personal assistant, DBS digibot, with agentic AI features by 2027. This will enable users to perform tasks like credit card inquiries, fee waiver applications, and reporting lost cards within a chat interface. These AI services are being extended to over 10 million users across Singapore, Hong Kong, and Taiwan.