Custom agent · Built in-house
Transcribe bank calls live, find the answer and fill in the service request
Singapore's DBS built an in-house assistant for its call centre officers that transcribes calls as they happen, searches the bank's knowledge base and writes the post-call summary.
What they did
DBS's own AI engineers combined a language model tuned for local languages and phrasing with telephony and speech recognition. During a call, CSO Assistant transcribes the customer and pulls relevant answers from the knowledge base; after the call it drafts a summary and pre-fills the service request fields.
How it went
The company says transcription and solution accuracy has been nearly 100% since pilots began in October 2023, and close to 90% of pilot officers said it helped their work. It expected call handling time to fall by up to 20% once fully deployed to about 500 officers in Singapore.
Worth knowing
These are the bank's own launch figures, and the 20% time saving was a projection when announced. The release does not say how accuracy was measured or what happens when the suggested answer is wrong.
Try it with Custom agent
Here is a call transcript between a customer and our support officer: <transcript>. Using only our knowledge base at <link>, list the answer to each customer question with the article it came from. Then write a five-line call summary and fill in these service request fields: <fields>. Mark anything you could not find as 'needs officer check'. Do not send anything to the customer.
Swap the parts in angle brackets for your own details. This prompt is adapted from the case, not copied from the original.
What this label means: Vendor case study
The maker describes it on its own site or launch post. It shows what the product is meant to do, with no independent result.
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