OCBC has unveiled a groundbreaking generative AI-powered training programme for its 900 wealth advisers in Singapore. This initiative, part of the bank’s ‘whole-of-wealth’ strategy, aims to enhance skills in investment advisory, client management, product mastery, and wealth planning over six months. The AI-driven approach replaces traditional in-person training, which was often delayed due to supervisor availability, ensuring consistent and high-standard training.
The programme, developed over a year using large language models and OCBC’s proprietary insights, simulates realistic customer scenarios. Advisers can practise these scenarios repeatedly, receiving AI-generated feedback reports that highlight areas for improvement. This allows supervisors to provide more targeted in-person coaching, helping advisers build confidence and skills more rapidly.
Since its launch, the programme has shown promising results. Advisers who participated reported double the number of weekly client appointments and a 50% increase in revenue compared to those not yet trained. The realism of the scenarios and consistent feedback were key to this improvement.
OCBC plans to expand the programme to Malaysia and Hong Kong, tailoring content to local market needs. Sunny Quek, OCBC’s Head of Global Consumer Financial Services, emphasised the programme’s role in combining AI precision with human empathy to meet evolving customer needs. Wealth adviser Ng Zuolin noted the programme’s effectiveness in boosting her confidence and skills, highlighting its potential to transform wealth advisory training.
