DBS’ Gen AI-enabled virtual assistants reach 10 million customers and go agentic

Singapore, 28 Jul 2026 - DBS today announced the next evolution of its AI-enabled virtual assistants, DBS Joy for corporate customers and DBS digibot for individual customers, bringing Generative AI and agentic AI capabilities to more than 10 million users across Singapore, Hong Kong and Taiwan.

Earlier this week, DBS Joy became fully agentic in Singapore, enabling corporate and SME customers to go beyond asking questions to completing simple banking tasks through a single conversation.

Meanwhile, DBS digibot has been enhanced with Gen AI capabilities across Singapore, Hong Kong and Taiwan since earlier this year, with new wealth-related conversational capabilities to be introduced from next week. In a subsequent phase, DBS digibot will be further supercharged with agentic AI capabilities, enabling customers to complete common servicing tasks such as checking card usage, tracking rewards points, and blocking or replacing cards.

The agentic capabilities for both virtual assistants will be activated only after customers log in to DBS IDEAL or DBS/POSB digibank, with the AI acting solely on instructions initiated by authenticated customers.

The enhancements mark a significant step forward in how DBS is applying AI to make banking simpler, faster and more intuitive across retail, wealth and corporate banking. The virtual assistants are expected to handle more than one million chats monthly, helping customers get answers faster and complete everyday banking tasks more seamlessly. Customer support remains accessible to those who prefer to speak with a customer service officer for their more complex needs.

Said DBS Group Chief Operating Officer Derrick Goh, “The true value of AI lies in delivering meaningful outcomes for customers at scale. Today, DBS Joy and DBS digibot serve more than 10 million customers across the region, enabling us to bring Gen AI and agentic AI into everyday banking interactions. Building on more than a decade of AI innovation, we are taking the next leap forward – moving from helping customers find information to helping them get things done. This is especially significant in corporate banking, where digital assistants remain uncommon and agentic capabilities even more so. By combining our deep digital capabilities, trusted customer relationships and proprietary AI platforms, we are reimagining how banking services are delivered.”

DBS Joy goes agentic, streamlining everyday corporate banking tasks

Earlier this week, DBS Joy, the bank’s Gen AI virtual banking assistant for corporate and SME clients, evolved into an agentic AI assistant in Singapore. DBS’ 350,000 corporate users can now go beyond obtaining information to executing everyday banking tasks through a single conversation, making banking more intuitive and seamless. The enhanced capabilities will be extended to a further 100,000 users in Hong Kong in September, before being progressively rolled out across DBS’ other key markets.

With its new agentic capabilities, DBS Joy can move beyond providing information to taking action and delivering outcomes. Corporate customers can ask natural-language questions such as, “Did my payment to ABC company go through?”, “Did I transfer any amount to XYZ?” or ”How much did I pay in fees?”. Drawing on customers' transaction and account data, DBS Joy retrieves, analyses and presents the information directly within the conversation, eliminating the need to manually search across multiple screens. 




Enquiring about recent transactions is one of the most common requests customers have for DBS Joy, alongside questions on how to navigate DBS IDEAL – the bank's digital banking platform for businesses – and tracking payment statuses. Previously, DBS Joy gave customers instructions on how to find the information they needed. With its new agentic capabilities, it can now understand and fulfil requests on behalf of customers within the same conversation. 

New live chat capabilities will provide direct access to a human agent when needed, while the ability to seamlessly transition from a chat to a phone conversation will be introduced in the fourth quarter of 2026.

In addition, the bank is also deepening DBS Joy’s capabilities and knowledge of its SME banking solutions, products and flagship programmes to better support SMEs. This means that on top of having their servicing requests answered, businesses can also use DBS Joy to discover relevant banking solutions and support for their business needs.

In the first six months of this year, the number of chats on DBS Joy in Singapore increased by 22%.  Active users increased by 61%, contributing to a 7% reduction in calls or emails to customer service. Customer satisfaction scores for DBS Joy rose by 17% over the same period.

DBS digibot: Making everyday banking and wealth management more intuitive

First launched in 2016, DBS digibot has been supporting individual customers digitally for more than a decade. Today, the Gen AI-enabled virtual assistant is available to over five million customers in Singapore and four million customers across Hong Kong and Taiwan. 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.

DBS digibot’s Gen AI capabilities allow it to better understand customers’ needs, provide relevant responses more quickly, and guide them through everyday banking needs – such as card-related queries, refunds, fee waivers and remittances – in a more natural and intuitive way. 

From August 2026, the Gen AI-enabled DBS digibot will be integrated into digiWealth, DBS’ all-in-one wealth management platform for mass-market and emerging affluent customers. This is part of the bank’s broader efforts to better address wealth-related queries and empower customers to make informed decisions about their investments. This capability will also make it easier for customers to contact their dedicated wealth planning manager, from whom they can get more tailored advice. 




DBS digibot will take the next step with agentic and voice AI capabilities in the fourth quarter of this year. Beyond answering questions and providing guidance, it will be able to support fulfilment and complete tasks across selected customer journeys. They include checking card usage, tabulating card reward points, requesting for fee waivers, blocking or replacing cards, identifying when a customer may benefit from advice from a wealth planning manager and supporting selected wealth servicing requests. This will allow customers to move from asking to doing within a single conversation, reducing the steps and time required for everyday banking needs, while preserving clear escalation paths to human support when required.

Image 3: Agentic AI capabilities will support fulfilment of selected customer journeys, including checking card transactions and blocking or replacing cards.

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 AI Bank” by Global Finance, “World’s Best Digital Bank” by Euromoney and the winner of multiple digital assets awards. In addition, DBS has been accorded the “Safest Bank in Asia“ award by Global Finance for 17 consecutive years from 2009 to 2025. 
 
DBS provides a full range of services in Consumer, Wealth, 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. 
 
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 uplifting lives and livelihoods of those in need. It provides essential needs to the underprivileged, and fosters inclusion by equipping the underserved with financial and digital literacy skills. It also nurtures innovative social enterprises that create positive impact. 
 
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.