TLDR: DBS, Southeast Asia’s largest bank, has officially launched “DBS Joy,” an advanced generative AI-powered virtual assistant for its corporate banking clients. Developed in-house, the chatbot provides 24/7 support, handling a wide range of queries from routine to complex, and has significantly boosted customer satisfaction and operational efficiency during trials.
Singapore, November 10, 2025 – DBS, the leading financial services group in Southeast Asia, today announced the official rollout of its enhanced virtual assistant for corporate clients, “DBS Joy.” This generative artificial intelligence (Gen AI)-powered chatbot is designed to provide round-the-clock support, marking a significant step in the bank’s ongoing commitment to integrating AI into its operational workflows and enhancing customer experience.
“DBS Joy” is accessible to all corporate banking clients, including small and medium-sized enterprises (SMEs), through the bank’s digital platform, DBS IDEAL. The in-house developed virtual agent leverages large language models combined with DBS’s proprietary knowledge base to deliver conversational and contextual responses, moving beyond static, pre-programmed answers.
During extensive trials that commenced in February, DBS Joy successfully handled over 120,000 chat interactions. Currently, approximately 4,000 corporate clients, predominantly SMEs, utilize the service monthly. This initiative has led to a notable improvement in customer satisfaction, with scores rising by more than 23% since the introduction of the new Gen AI capabilities, attributed to faster response times and shorter wait periods.
Beyond direct client interaction, DBS Joy also empowers the bank’s customer service specialists. For complex queries requiring human intervention, clients are seamlessly routed to staff who are equipped with their own Gen AI-powered digital co-pilots. This internal tool aids employees with faster data retrieval, concise recommendations, and improved response times, allowing them to focus on tasks requiring human judgment and empathy.
Chen Ze Ling, Group Head of Corporate and SME Banking at DBS, emphasized the bank’s dedication: “At DBS, our dedication to empowering SMEs fuels our continuous innovation in how we deliver positive customer experiences. In line with our commitment to be an AI-enabled bank with a heart, our latest iteration of DBS Joy represents a major leap forward as it offers instant and intelligent support to customers, while enabling our SME relationship managers to deliver more focused and value-added engagements to clients.”
Welson Jamin, Group Head of Operations at DBS, added, “DBS Joy enables customers to access information quickly, efficiently, and accurately. For customers who choose to speak with a human service specialist, we are also implementing Gen AI to support employees by enabling faster data retrieval, providing concise recommendations and improving response times to customer queries. This reduces employees’ effort and allows them to focus on work that involves human judgment to address client needs.”
Looking ahead, DBS plans to expand the features of DBS Joy and progressively roll out the service to other key markets, including Hong Kong and India.
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This launch is the latest in DBS’s broader AI strategy, which has garnered international recognition. Global Finance named DBS the World’s Best AI Bank in October, acknowledging its extensive deployment of AI models, strong experimentation culture, data-driven workforce, and robust execution capabilities. Furthermore, Harvard Business School chronicled the bank’s AI strategy in a 2024 case study, marking the first of its kind on an Asian bank. DBS anticipates that the economic value derived from its AI initiatives will surpass $1 billion in 2025.
