DBS’ new generative AI virtual coach can help employees seeking dream roles in the bank

SINGAPORE – DBS Bank employees will be able to tap a new virtual coach meant to help them perform to their best and to figure out future career moves within the bank.

Dubbed iCoach, the software is powered by generative artificial intelligence (AI) and will guide users via a virtual persona called Ren.

It was launched during DBS’ sixth Live Fulfilled Carnival, an employee event held on July 22 at its Marina Bay Financial Centre headquarters, attended by Senior Minister of State for Digital Development and Information Tan Kiat How.

The chatbot is able to identify what viable career shifts employees can make with their current roles and skill sets.

It can also tell them what more they need to qualify for dream roles, provide practical tips on how to demonstrate sought-after traits for such roles, and highlight the available support for formal training they may need.

The answers are customised to each employee’s professional background and personal motivations.

The chatbot will be made available to employees in Singapore, Indonesia, China, Taiwan, Hong Kong and India to start with.

At the event, Mr Tan, who is also Senior Minister of State for Health, spoke on the prospects of AI and robotics, as well as the need to ensure trust and inclusive adoption of both technologies, in a keynote speech.

This means lifting up people here via the right training and investment ecosystem to ensure Singapore remains relevant in the tech world, he said.

This includes helping companies, even smaller firms, find ways to adopt AI and stay safe from digital threats.

The Government has consistently invested in people here in previous waves of computerisation and digitalisation, and it will continue doing so to help workers make full use of AI and other new technologies, he said.

“Our workers can only be productive if they use the tools in the right way, with the right work processes.”

In a subsequent fireside chat with DBS Singapore country head Lim Him Chuan, Mr Tan talked about the need for workers to also take ownership of their own skill gaps, and how banks like DBS can help foster greater adoption of new technologies by leading by example.

Guard rails to make sure AI output is explainable, fair and trustworthy will be essential too, he added.

Trained with DBS internal documents to have the right context, iCoach is a joint development with top leadership coach Marshall Goldsmith – his first with an Asian company.

It complements an existing chatbot already in use within the bank for more general applications.

The virtual coach will also provide staff with another option to get solid advice on demand at all times, on top of existing avenues to arrange meetings with managers, mentors or human resources teammates for guidance.

Dr Goldsmith told The Straits Times in an e-mail interview that coaching is important, especially for those taking up new leadership responsibilities.

“The very behaviours and strengths that helped someone succeed as an individual contributor often fall short when they step into leadership. Coaching helps bridge that gap,” he said.