It support · Production

DBS enables staff to focus on meaningful work through Glean AI integration

The problem

DBS needed an integrated AI solution to enhance internal search, break down information silos across all systems and applications, and apply LLM capabilities to enterprise knowledge.

Workflow diagram · grounded in source
1
Enterprise knowledge indexed
integration
“A reliable solution for indexing enterprise knowledge through hundreds of connectors”
2
Employee submits natural language query
trigger
“Glean's agent builder was accessible to anyone at DBS through natural language queries”
3
AI search delivers results
ai_action
“an enterprise search solution capable of delivering comprehensive results users could actively interact with and easily understand”
4
Glean Agents accelerate ticket resolution
ai_action
“Glean Agents driving results Reduced resolution times for support tickets by providing DBS employees with the right data”
5
HR queries deflected
output
“Improved documentation for HR policies, improving employee query resolution times and deflecting common questions”
Reported outcome

Glean deployed to over 40,000 DBS employees, reduced support ticket resolution times, improved HR policy documentation and query deflection, and freed up to 10% of employees' work hours for higher-value tasks.

Reported metrics
Glean users at DBSover 40,000
Employee work hours freedup to 10%
Support ticket resolution timereduced resolution times
HR employee query deflectiondeflecting common questions
Reported stack
GleanGlean AgentsGlean Protect
Source
https://www.glean.com/resources/customer-stories/dbs
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Glean deployed to over 40,000 DBS employees, reduced support ticket resolution times, improved HR policy documentation and query deflection, and freed up to 10% of employees' work hours for higher-value tasks.

What tools did this team use?

Glean, Glean Agents, Glean Protect.

What results were reported?

Glean users at DBS: over 40,000; Employee work hours freed: up to 10%; Support ticket resolution time: reduced resolution times; HR employee query deflection: deflecting common questions (source-reported, not independently verified).

How is this it support AI workflow structured?

Enterprise knowledge indexed → Employee submits natural language query → AI search delivers results → Glean Agents accelerate ticket resolution → HR queries deflected.

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