DBS has rolled out an agentic artificial intelligence assistant to 350,000 of its corporate clients in Singapore, marking the latest expansion of the bank’s AI capabilities for more than 10 million retail and corporate customers. The bank’s agentic AI assistant, DBS Joy, allows corporate clients to retrieve and analyze account and transaction information within conversations, eliminating the need for manual searches. This move is part of the bank’s wider push to expand AI capabilities for its retail and corporate customers.
The bank said in a statement: “With its new agentic capabilities, DBS Joy can now understand and fulfill requests on behalf of customers within the same conversation.” DBS will deepen the virtual assistant’s capabilities and knowledge of banking solutions and programs to better assist small and medium-sized enterprises.
They will extend the corporate agentic AI capabilities to another 100,000 users in Hong Kong in September, and then progressively roll out to other key markets. Launched in 2018 and revamped with generative AI capabilities in 2025, DBS Joy has provided corporate customers assistance with banking tasks.
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In the first six months of 2026, the AI assistant saw a 22 percent uptick in the number of chats, and the number of active users increased by 61 percent. This contributed to a 7 percent reduction in calls or emails to customer service, said DBS. Derrick Goh, group chief operating officer of DBS, said the bank is taking the next leap forward by incorporating AI to help customers carry out their tasks.
Beyond corporate customers, the lender is also expanding its agentic AI features to its retail customers. DBS digibot, the group’s retail virtual assistant, is now using generative AI to help customers with card-related queries, refunds, fee waivers, and remittances. In the first half of the year, the chatbot resolved nine in 10 queries digitally.
DBS digibot will be integrated into DBS’ digiWealth, the group’s wealth management platform, for mass-market and emerging-affluent customers in August 2026. More agentic AI features, such as checking card usage and tabulating card reward points, will be incorporated into the DBS digibot in the fourth quarter.
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Through these initiatives, DBS expects both DBS digibot and DBS Joy to handle more than a million chats monthly, with a total reach of 10 million customers. These initiatives build on DBS’ push to incorporate AI into its operations. In 2025, DBS generated S$1 billion in economic value through the use of AI.
The use of AI has had a significant impact on DBS’ operations, with the bank generating substantial economic value through its adoption. As DBS continues to expand its AI capabilities, the economic benefits will likely increase. With the integration of agentic AI features into its virtual assistants, DBS is well-positioned to further enhance its customer service and improve operational efficiency.
The bank’s focus on AI is part of a broader trend in the financial industry, as institutions seek to leverage technology to improve customer experience and operational efficiency. DBS and other banks will adapt and innovate to stay ahead of the curve.