Bank DBS Indonesia proves innovation is key, customer service efficiency up 80% thanks to Guided Conversation | Bahasa

Indonesia, 30 Jun 2025 - Accessible customer service is increasingly indispensable in this digital age. The results of a 2024 study conducted by Bank DBS Indonesia on a group of respondents revealed that customers expect 24/7 service, as evidenced by the fact that 9 out of 10 new customers were acquired through digital channels. This highlights their preference for banking that can be done anytime and anywhere, without the need to visit a physical bank branch.


Furthermore, 60 percent of customers expect customer service to respond to their requests in less than 10 minutes. This shows that customers need a fast and smooth banking experience so that they have more time for other activities. Therefore, innovation and technological transformation are crucial to developing a service system that is not only fast and efficient but also able to adapt to customer preferences.


As a customer-centric bank, Bank DBS Indonesia has recently introduced Guided Conversation, a feature that is integrated into its interactive chatbot platform and designed to provide more responsive, real-time, and productive customer service.


Head of Technology and Operations Bank DBS Indonesia Sujatno Polina said, “We understand that behind every transaction there are customers with unique and different needs. These range from questions about their accounts and balances, to credit card application status, installments, investments, etc. Guided Conversation is part of our commitment to combining customer data and knowledge with technology to simplify the customer experience. With this feature, we believe we can support customers in living their lives to the fullest, without being burdened by banking matters, or ‘Live more, Bank less’.”


The benefits of Guided Conversation from Bank DBS Indonesia:


24/7 access: customers can access this chatbot anytime and anywhere through the DBS digibank app, free of charge. In addition, this feature comes with smart commands or prompts designed to address common customer questions.

Instant problem resolution: With automation and data integration, Guided Conversation can handle general banking needs such as card information, card delivery, and card replacement, with quick responses, without the need for customers to contact a customer service agent. However, for more complex issues, customer requests will be transferred to an agent for comprehensive handling.

Guaranteed security: the two-factor authentication (2FA), Soft Token Provisioning, and Know Your Customer (KYC) required to log into the DBS digibank app ensures that all interactions and transactions are private and secure.


Since its launch, Guided Conversation has significantly increased customer engagement at Bank DBS Indonesia, with adoption rates increasing by 15-fold from 600 users (January 2024) to 10,200 users (March 2025) while reducing operating costs by 25 percent.


Furthermore, one success story of Guided Conversation was its ability to answer questions about card delivery status. As a result, the GC Card Delivery feature, which was released in June 2024, successfully reduced the number of questions related to card delivery status from third to eleventh place in customer center interactions. Overall, Guided Conversation has successfully reduced manual service requests by 80 percent.


“Guided Conversation not only promotes service efficiency but also increases customer satisfaction by up to 18 percent. This feature is a stepping stone in customer service at Bank DBS Indonesia. Going forward, we will further develop this system with an artificial intelligence (AI)-based chatbot, which not only provides automated responses but also interacts more naturally and intuitively. With Natural Language Processing (NLP), the system can better understand customer needs and provide appropriate solutions,” Sujatno Polina added.


The success of Guided Conversation by Bank DBS Indonesia has earned it recognitions from various institutions, including the Champion in Digital Customer Engagement from SWA Magazine and Best Technology Innovation 2024 (Gold rating) from Indonesia Customer Center Association 2024 (ICCA). Most recently, it received the Diamond Award in Innovation Breakthrough from Indonesia Operations Banking Summit 2025 (IOBS).


For more information about the digital features of DBS digibank, please visit: dbs.id

 

 

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About DBS


DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's "AA-" and "Aa1" credit ratings are among the highest in the world.


Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 16 consecutive years from 2009 to 2024.


DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets.


Established in 1989 as part of the Singapore-based DBS Group, PT Bank DBS Indonesia (Bank DBS Indonesia) is one of the banks with the longest history in Asia. Currently operating 1 Head Office, 13 Branch Offices, 16 Assistant Offices and 4 Functional Offices and 3,011 active employees in 15 Major Cities in Indonesia, Bank DBS Indonesia provides comprehensive banking services that focus on the customer experience to 'Live more, Bank less'. We also see a purpose beyond banking and are committed to supporting our customers, employees, and the community towards a sustainable future. 


PT Bank DBS Indonesia is licensed and supervised by The Indonesian Financial Services Authority (OJK), and an insured member of Indonesia Deposit Insurance Corporation (LPS).


DBS is committed to building lasting relationships with customers, as it banks the Asian way. Through the DBS Foundation, the bank creates impact beyond banking by supporting businesses for impact: enterprises with a double bottom-line of profit and social and/or environmental impact. DBS Foundation also gives back to society in various ways, including equipping underserved communities with future-ready skills and helping them to build food resilience.


With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. For more information, please visit www.dbs.com.