Case Study: DBS Bank achieves AI-enabled digital banking scale and 80% inquiry automation with EdgeVerve

DBS Bank - Customer Case Study

DBS Bank set out to transform from a traditional bank into a digital-first, customer‑centric organization and launched digibank to meet modern consumer expectations—eliminating paper, slashing wait times, and improving service. The initiative relied on partners including Kasisto (KAI conversational AI) and Infosys Finacle (core banking), and this case study material was prepared for EdgeVerve. The core challenge was to build a mobile‑only, API‑driven bank that could scale rapidly, cut costs, and handle the bulk of customer interactions digitally.

EdgeVerve implemented the AI‑enabled digibank solution by integrating Kasisto’s KAI virtual assistant and the Finacle platform to deliver instant account opening, PFM, payments and wealth services. The deployment delivered measurable impact: digibank India grew to about 1.8 million customers, account opening takes 90 seconds, the KAI assistant answers roughly 10,000 questions and handles ~80% of inquiries, and the digital bank operates at about one‑fifth the cost of a traditional branch network—driving faster customer acquisition and significantly lower operating costs under EdgeVerve’s implementation.

DBS Bank