---
title: "DBS Turns Virtual Assistants Into Banking Agents"
type: "News"
locale: "en"
url: "https://longbridge.com/en/news/294038020.md"
description: "DBS Bank is upgrading its virtual assistants, DBS Joy and digibot, from information tools to agentic AI capable of executing banking tasks. Rolling out to over 10 million customers in Singapore, Hong Kong, and Taiwan, the enhanced AI handles corporate transactions, retail servicing, and wealth management queries. This strategic move aims to deliver meaningful outcomes at scale, reducing service center loads while improving customer satisfaction through secure, efficient task execution."
datetime: "2026-07-28T09:07:04.000Z"
locales:
  - [zh-CN](https://longbridge.com/zh-CN/news/294038020.md)
  - [en](https://longbridge.com/en/news/294038020.md)
  - [zh-HK](https://longbridge.com/zh-HK/news/294038020.md)
---

# DBS Turns Virtual Assistants Into Banking Agents

**DBS is taking the next step in artificial intelligence by transforming its virtual banking assistants from information tools into digital agents capable of carrying out banking tasks on behalf of customers.**

The Singapore-based lender has rolled out enhanced generative AI and agentic AI capabilities to more than 10 million customers across Singapore, Hong Kong and Taiwan through its corporate banking assistant, DBS Joy, and retail banking assistant, DBS digibot.

The move reflects a broader shift in banking, where AI is increasingly expected not only to answer questions but also to execute routine tasks securely and efficiently.

«The true value of AI lies in delivering meaningful outcomes for customers at scale», said **Derrick Goh**, DBS Group Chief Operating Officer. «We are taking the next leap forward – moving from helping customers find information to helping them get things done.»

**Corporate Banking in Focus**

The most significant enhancement comes in corporate banking, where DBS Joy has become a fully agentic AI assistant for business and SME clients in Singapore. Instead of directing users to the appropriate screens, the assistant can now retrieve transaction information, analyse account activity and complete selected banking requests through a single conversation.

Around 350,000 corporate customers can already use the enhanced assistant. DBS plans to extend the service to another 100,000 business users in Hong Kong in September before rolling it out across its other core Asian markets.

The bank said enquiries about payments, transactions and account activity are among the most common requests from business clients. By allowing customers to ask natural-language questions and receive immediate answers based on authenticated account data, DBS aims to simplify everyday treasury and cash management activities.

The enhanced platform will also provide easier access to human advisers through integrated live chat, while additional voice capabilities are scheduled for later this year.

**Wealth Management Next**

DBS is also expanding AI across its retail and wealth businesses.

Its Gen AI-powered digibot, which already serves more than nine million retail customers across Singapore, Hong Kong and Taiwan, will be integrated into the bank’s digiWealth platform from August.

The assistant will help customers navigate investment-related questions and connect them with dedicated wealth planning managers when personalised advice is required.

Later this year, DBS plans to introduce agentic capabilities allowing customers to complete routine servicing tasks directly through the conversation, including checking card usage, tracking reward points, requesting fee waivers and blocking or replacing payment cards.

According to the bank, the virtual assistants are expected to handle more than one million customer conversations each month.

**Building on AI Leadership**

DBS has invested in AI for more than a decade and increasingly sees the technology as a strategic differentiator rather than simply a customer service tool.

The bank said usage of DBS Joy in Singapore increased significantly during the first half of 2026, with active users rising 61% and customer satisfaction improving 17%. At the same time, customer interactions through the assistant helped reduce calls and emails to service centres.

By embedding agentic AI across corporate, retail and wealth banking, DBS is positioning itself among the first major Asian banks to move beyond conversational AI towards digital assistants capable of executing authenticated banking tasks while maintaining human oversight for more complex requests.

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