Digital Twin (Co-Pilot) – Customer Service Officer Assistant Qorus-Infosys Finacle Banking Innovation Awards 2025
Submitted by
DBS Group
DBS has garnered a slew of global accolades, underscoring our growing presence among banking leaders worldwide. We continue to be recognised for our leadership in digital, as well as our commitment to deliver a purpose beyond banking to create a more sustainable future. In 2019, DBS was named the ‘World’s...
TaiwanCategory
Predictive, Generative, and Agentic AI InnovationKeyword
Customer experience, Operational excellence & efficiency, Customer service, AI & Generative AI, Digital channels & Omnichannels, HR & New ways of working, SME Banking, Contact center & Chatbots, SME Lending
Innovation presentation
Digital Twins (Co-Pilot) – Customer Service Officer Assistant is a game-changing solution launched by DBS Taiwan to empower Customer Service Officers with real-time artificial intelligence (AI) support. Built into the agent’s workflow, this tool integrates six intelligent features: voice transcription, real-time and post-call summarisation, customer sentiment analysis, contextual knowledge base suggestions, and immediate access to customer data (e.g., account balance, transfer status, IDEAL user ID).
A companion tool, JOICE, uses past service history to predict call reasons, summarise previous issues, and provide quick links to open service requests – allowing agents to prepare even before picking up the call.
The project stemmed from frontline challenges: time-consuming documentation, limited visibility into customer history, and inconsistent service quality. Developed in-house with DBS’ technology and operations teams, the solution demonstrates the success of deep cross-functional collaboration.
Interested in learning more?
Qorus has a library of almost 8,000 innovation case studies across critical areas like customer experience, sustainability, marketing & distribution and more that can be used to inform your decision-making.