Tan Su Shan, chief govt officer of DBS Group Holdings Ltd., talking on the Singapore Fintech Pageant in Singapore, on Nov. 12, 2025.
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SINGAPORE – Amid fears of a synthetic intelligence bubble, a lot has been manufactured from latest experiences suggesting that AI has but to generate returns for firms investing billions into adopting the tech.
However that is not what the chief govt of Southeast Asia’s largest financial institution is seeing — she says her agency is already reaping the rewards of its AI initiatives, and it is solely only the start.
“It is not hope. It is now. It is already occurring. And it’ll get even higher,” DBS CEO Tan Su Shan advised CNBC on the sidelines of Singapore Fintech Week, when requested in regards to the promise of AI adoption.
DBS has been working to implement synthetic intelligence throughout its financial institution for over a decade, which helped put together its inside knowledge analytics for latest waves of generative and agentic AI.
Agentic AI is a kind of synthetic intelligence that depends on knowledge to proactively make impartial selections, plan and execute duties autonomously, with minimal human oversight.
Tan expects AI adoption to carry DBS an total income bump of greater than 1 billion Singapore {dollars} (about $768 million) this 12 months, in comparison with SG$750 million in 2024. That evaluation relies on about 370 AI use instances powered by over 1,500 fashions all through its enterprise.
“The proliferation of generative AI has been transformative for us,” Tan stated, including that the corporate was experiencing a “snowballing impact” of advantages because of machine studying.
A significant space wherein DBS has utilized AI is in its monetary companies to institutional purchasers, with AI used to gather and leverage knowledge for purchasers with a purpose to higher contextualize and personalize choices.
In line with Tan, this has resulted in “sooner and extra resilient” groups. The CEO believes that these makes use of of AI have contributed to a latest uptick within the financial institution’s deposit progress as in comparison with rivals’.
The corporate additionally lately launched a newly enhanced AI-powered assistant for company purchasers generally known as “DBS Pleasure,” which assists purchasers with distinctive company banking queries across the clock.
ROI considerations
Regardless of Tan’s robust convictions about AI, latest proof means that many firms are struggling to show their AI investments into tangible earnings.
MIT launched a report in July that discovered 95% of 300 publicly disclosed AI initiatives, encompassing generative AI investments of $30–$40 billion, had failed to attain actual returns.
Nonetheless, no less than within the banking sector, there are indicators that the tides are turning.
Whereas DBS would not differentiate spending in generative AI from different in-house investments, different main banks have lately provided this comparability.
JPMorgan Chase CEO Jamie Dimon said in an interview with Bloomberg TV final month that the financial institution is already breaking even on its roughly $2 billion of annual investments in AI adoption. That represents “simply the tip of the iceberg,” he added.
These expectations are shared by DBS, which plans to proceed to speed up its AI improvement to develop into an AI-powered financial institution.
The last word purpose, in keeping with Tan, is for its generative AI to develop right into a trusted monetary advisor for purchasers, together with retail customers who’re anticipated to work together with personalised AI brokers by means of the DBS banking app.
The financial institution already has over 100 AI algorithms that analyze customers’ knowledge to supply them with personalised “nudges,” equivalent to alerts on incoming shortfalls, product suggestions, and different insights.
Continued AI investments
Whereas DBS might already be reaping rewards from its AI adoption, Tan acknowledged that it’s going to require continued investments, not solely in capital, however within the time wanted to reskill workers.
The corporate has launched a number of AI reskilling initiatives throughout departments this 12 months and has even deployed a generative AI-powered teaching software to assist these efforts.
It will assist the corporate automate mundane work and refocus its employees on constructing and sustaining human-to-human relationships with clients, relatively than decreasing headcount, Tan stated.
“We’re not freezing hiring, but it surely does imply reskilling. And that is a journey. It is a endless journey … a relentless evolution.”