DBS sees fall in customer call volumes amid technology use

Singapore

AS DBS ramps up its customer engagement efforts through the use of technology, it has seen call volume to its customer centre in Singapore drop 12 per cent over the last year, the bank said on Thursday.

DBS typically processes over four million inbound calls every year in Singapore. But with new initiatives such as chatbots and predictive data analytics, the bank expects call volume to fall a further 20 per cent over the next three years.