Mobiliar’s Swissnex “outpost” creates “AI Buddy” chatbot for workforce upskilling
How can an organization ensure its workforce is “future ready” in the age of AI? Swiss insurer Die Mobiliar chose to look for answers via a “Swissnex Outpost”, a programme that gives selected employees the opportunity to investigate a strategically important topic in one of the world’s top innovation hubs, with the help of the local Swissnex team. The result: Unlike traditional learning, adopting AI first requires each employee to realise how this technology is relevant and will benefit them. Since this “wake up and smell the coffee moment” is a very individual experience, AI engagement requires a human-centric approach rather than one-size-fits-all training.
During his London “Outpost”, Mobiliar’s Nico Pfaeffli followed the design thinking ”Double-Diamond” approach. He invested the first month in understanding the different aspects of the problem before spending the second month finding solutions. He realized that a “wake up and smell the coffee moment" where an employee discovers the value of AI can powerfully boost motivation and create a sense of urgency. But the deeply personal way people feel about AI means that this moment is reached in different ways by different employees.
Nico’s solution? “Combining this insight with AI, I developed a proof of concept “AI Buddy” to personalize each employee’s AI journey. The process begins with a questionnaire. Based on their responses, each employee is assigned a persona which receives a tailored “coffee moment”. For example, an employee who is enthusiastic about AI but not yet using it confidently is paired with a more experienced peer who demonstrates specific job relevant use cases. My outpost has shown that AI technologies themselves offer a powerful new toolset – fun, low barrier and highly personalized - for each employee to engage with AI. I am convinced that similar AI tools will help to maintain employees’ motivation as they keep developing their own AI capability, which will in turn ensure that our workforce maintains Mobiliar’s competitiveness.”
