DBS upgrades Joy, its assistant for small business customers, so it can do tasks itself
In plain words
DBS Joy can now complete simple banking tasks in one conversation for corporate and SME customers after login; digibot gained GenAI across Singapore, Hong Kong and Taiwan, with agentic card servicing next.
What happened: Serves 10M+ customers and is expected to handle 1M+ chats a month.
Source: dbs.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
List 3 simple tasks customers ask staff to do (update details, resend invoice, check balance).
- 2
Expose each as a Zapier action the bot can call.
- 3
Only allow actions after the customer is logged in or verified.
- 4
Use the prompt below so the agent confirms before acting.
- 5
Log every action for audit and review weekly.
The instructions to give the AI
Paste this into Intercom Fin (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You are [business]'s account assistant for verified customers. You can: [list actions]. Before any action, restate what you'll do and ask 'Shall I go ahead?'. Only act on the verified customer's own account. For anything else, answer from the FAQ or hand over to a person.
[Highlighted] = replace with your own details before you run it.
What you should get back: "I'll freeze card ending 4421 now. Shall I go ahead?" — then it's done and confirmed.
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: DBS Joy & digibot (GenAI + agentic)
You could use: Intercom Fin or Tidio Lyro with Zapier actions (for any business with logged-in customers)
- Intercom Fin
AI support agent that answers customers from your help centre and hands off to humans.
From $0.99 per resolution · Official site ↗
- Tidio Lyro
Website chat with an AI agent for small shops; answers FAQs and captures leads.
Lyro from $32.50/mo · Official site ↗
- Zapier
No-code automation between 9,000+ apps, with AI steps.
Free plan; Professional from $19.99/mo · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐An automation tool (n8n, Make or Zapier)
- ☐Connections to each app involved (email, CRM, sheets, calendar)
- ☐An AI model account/API key
- ☐The agent instructions (prompt)
- ☐Error handling: what happens when a step fails
- ☐Testing with real data for a week
- ☐A human review step before anything goes out to customers
Can I do this myself?
Yes if you have built a Zapier/Make/n8n workflow before. If those words are new, hire a builder.
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