CSO Assistant

About This Project

Summary

Developed in-house, CSO Assistant is a Gen AI-powered tool that empowers DBS’ customer service officers (CSOs) to deliver excellent customer service and improve employee journey. The system automates repetitive and manual tasks such as call summarisation and recommends solutions for customer queries in real-time. Our solution maintains high accuracy and a quick response speed, empowering CSOs to provide quality service with accurate and timely responses for customers.

Goals & Objectives

CSOs manage multiple time-consuming and manual tasks within a strict turnaround time while actively listening and responding to customers. The goal was to leverage Gen AI to enhance customer and employee experience by automating processes so that CSOs can focus on deepening customer engagement.

Results & Impact

CSOs from DBS’ major markets – Singapore, Hong Kong, Taiwan and India benefitted from CSO Assistant. Users rated the solution positively, with verbatims citing faster call retrieval, issue resolution and response times. In the annual employee satisfaction survey, workload ratings have also improved.