Qorus Banking Innovation Awards 2022

AI data driven Next Gen Frontline

Submitted by

DBS Group

Logo of DBS Group

DBS has garnered a slew of global accolades, underscoring our growing presence among banking leaders worldwide....

05/10/2022 Banking Innovation


An evolutionary unified customer relationship management platform (CRM) that offers 360 features with solid financial planning and advice, marrying customer needs, data and artificial intelligence/ machine learning to elevate online-offline customer experiences to the next level of hyper personalization

Innovation presentation

DBS is keen to reimagine the “new normal” banking experience from inside out to deliver supreme banking products and services with a frictionless and journey-focused experience, especially in the age of pandemic and digital transformation, customer needs are evolving and they are more comfortable using digital for transactional activities while still expect human touch from bank for complex wealth management and advisory needs.

Traditionally, frontline often engage their top 20% engaged clients and still feel too many to contact. No scientific way to prioritize who to contact and what to cover. There were multiple campaign call leads around that they need to manually select and prioritize which one to go so every client is contacted for only 1 campaign each time and possibly to be contacted multiple times for different campaigns without considering the sales propensity.

As a core part of our “Live More, Bank Less” proposition, the idea of Next Best Conversation (NBC) has come in to shift the frontline’s mindset and transform the engagement model from campaign to client based in meeting the rising customer expectations. Frontline remains as the most direct touchpoint, hence, integrating NBC to our next generation frontline tool – Client Connect, allows them to interact with customers with the right hyper personalized insights through the enhancing data, AI/ ML capability and human centric designs.

Key Benefits

• Easily identify opportunities with recommended prioritization based on predictive data model

• Engage in comprehensive discussions with client specific prompters

• Feedback to model for instant improvement

Uniqueness of the project

DBS aspire to help customers “Live More, Bank Less”. Client Connect as an incremental innovation therefore goes beyond CRM. The consolidated and consistent 360° customer view empowers frontline to build trust and stronger relationship (Figure 1):

Online-to-offline engagement is another key differentiator (Figure 2):

• AI ML embedded NBC – customer most needed and most impactful conversation were prioritized by NBC engine, supported by AI/ML, and showed to frontline with respective recommended conversation. Customer profile and past activities were combined by predictive model to, predicted customer upcoming behavior and most interested wealth products. It enables frontline to initiate hyper-personalized conversation with clients. Eventually, the feedback mechanism will help to improve the employee and customer experience as well.

• Segregated view and automatic assignment of customer-initiated leads – facilitates frontline’s follow up to reduce manual processing

• Seamless online-to-offline experience – trigger NBC with contextual information based on customer responses for further engagement

Want to keep reading?

Become a Qorus member to get access to all our innovations

Interested in learning more? Speak to Boris, Qorus's Content Lead

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.
Contact us

Related innovations

22/02/2024 Insurance Innovation

Master Actuary: AI For Actuaries

A new green pricing era ? : Master Actuary is so powerful that it can assess driver risk based on...

21/02/2024 Insurance Innovation


SightBit is an Israeli company specializing in autonomous artificial intelligence systems for detecting and predicting hazards in open waters. SightBit’s...

15/02/2024 Insurance Innovation

An expert weather model for a fast and efficient claims management

To simplify the management of weather-related claims, Société Générale Assurances has integrated a solution that enables its claims handlers to...

23/01/2024 Insurance Innovation

Sherpa.ai Federated Learning Platform

Sherpa.ai is the first Federated Learning platform that allows companies to gather the full potential of the Artificial Intelligence by...

Related news & insights

Digital Reinvention
16/02/2024 Interview

NewTech Friday: ToumAI Analytics – Ensuring no voice goes unheard

ToumAI is on a mission to elevate African languages and insights, using advanced analytics to bridge the linguistic gap. The...

25/01/2024 Video

ESG data strategies: Insights and best practices

Nicolas Renous, Director of Risk & Sustainability at TNP Consultants, imparts valuable lessons and tips regarding ESG data.

24/01/2024 Video

Unveiling the OeKB ESG Data Hub

Nastassja Cernko, Director of Sustainability, Project Analysis, and Strategy at Österreichische Kontrollbank, introduces the OeKB ESG Data Hub—an Austrian platform...

07/01/2024 News

AI FOR PET unveils enhanced pet healthcare solution

The company introduces a seamless data-sharing solution, reinforcing the connection between pet parents and veterinarians.