00:00You've also put out figures on how many job losses we could see as a result of AI.
00:05But how do you communicate to staff that are concerned about their future?
00:10So first, the figures that you mentioned are speculative.
00:13We have not communicated them.
00:15What's important for us is...
00:16Do you have a figure in mind of how many jobs have been lost?
00:18So that's only half the question, right?
00:20So half the question is, what are the productivities you can achieve with AI?
00:24And of course, there will be productivities with AI.
00:26And there will be roles or activities that may be displaced with AI.
00:30It will have an impact there.
00:32There will be roles that are created in AI.
00:34Of course, you expect to operate more productively.
00:37I think the other half of the question is as a bank, where do we want to reinvest these productivity
00:43gains?
00:44Because we want to be the bank of the future, not just the bank of today.
00:48The bank of the future means more capabilities.
00:50I would like to be able to accelerate and bring forward a lot of the ambitious deliverables we have for
00:56the future.
00:57And that requires investment.
00:59And that is job creation.
01:01So across those two questions, the most important parameter is how can I make sure that our colleagues are future
01:09ready?
01:09How can we make sure they're empowered to be able not only to drive the productivities of today, but equally
01:15empowered to bring forward and accelerate the deliverables of the future?
01:20So what are the tools we give them?
01:21What is the training we give them?
01:23AI is accessible.
01:25It's not rocket science.
01:26So therefore, the ambition to bring all our colleagues along the journey where they become a stronger version of themselves
01:33with the utilization of AI is absolutely tangible and can be achieved starting now.
01:39Can you give me a concrete example on how it's changed either our units or the way that teams operate?
01:45So, for instance, some of the AI capabilities have allowed us to drive productivity gains and onboarding and KYC.
01:54So, we've achieved productivity gains in how we deliver the service and we've managed to reduce the time by half.
02:01But our aspiration is to be hyper-personalized to every customer and to be able to deliver all our services
02:08as a moonshot in real time.
02:11So, therefore, everything we've achieved in AI by way of productivity, I have the ambition to be able to reinvest
02:17so that we can go all the way to become hyper-personalized,
02:21at scale, deliver these services not just in half the time but in real time and do it safely so
02:28that we at no point erode the trust we have in us,
02:31the massive trust customers have in us.
02:33And to ensure that we always maintain that trust, I need human judgment.
02:38I need human decision-making.
02:41I need human accountability at the court.
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