DBS, a leading bank in Singapore, has reported record deposit inflows, wealth growth, and fee income in 2025, attributed to its years-long investment in Artificial Intelligence (AI) and machine learning. According to Chief Executive Tan Su Shan, the bank’s AI-powered tools, such as contextual nudges and automated customer engagement, have been instrumental in attracting new customers and driving volume growth. The bank has increasingly embedded AI across its operations to improve customer acquisition and productivity.
Tan Su Shan highlighted that the bank’s use of AI has been a key factor in its success, allowing it to gather new-to-bank customers, be more customer-centric, and automate nudges. While it may be challenging to isolate the precise economic value of AI, its main benefit lies in freeing up staff for growth-focused work. The bank has seen significant time savings, with work that once took months or years now being completed in weeks, particularly in addressing technical debt.
DBS has also developed an in-house generative AI tool, DBS GPT, which is used by over 60% of its staff. The tool has improved significantly since its rollout last July and is now used for tasks such as translation and policy queries. The economic value generated from the bank’s AI initiatives has risen to S$1 billion in 2025, up from S$750 million in 2024. This growth is based on comparisons between AI-enabled customers and control groups.
The bank’s investment in AI has enabled it to drive business expansion and improve customer engagement. With AI becoming more deeply integrated into daily workflows, DBS is well-positioned to continue its growth trajectory. The use of AI has also enabled the bank to redeploy staff towards more strategic and growth-focused work, leading to increased productivity and efficiency. Overall, DBS’s success story highlights the potential of AI to drive business growth and improve customer outcomes in the banking sector.