AI GUIDE FOR BOARDS IN SINGAPORE
Section I: The Board Mandate
2.3 Cross-Function Development
• Coding and so ware development: is is a mainstream enterprise use case, helping teams write and refactor code. It is relevant for any business where technology delivery shapes competitiveness. • Workow automation and agents: is shi s the focus from AI as an assistant to AI as a system that can execute repeatable work, leading to operating- model changes. • Data analysis and decision support: AI can help leaders interpret information and reason across multiple inputs to support strategic and operational work. • Multimodal understanding: AI is no longer limited to text; it can interpret images and real-world inputs. Grab’s mapping case shows how AI can interpret visual data in ways that matter operationally. • Personalisation and discovery: AI helps tailor experiences to ensure customers nd the right products or information more e ciently.
Horizontal applications are the most broadly relevant because they cut across every sector. Boards should monitor these areas for immediate impact: • Employee productivity and work augmentation: is is one of the clearest starting points for any board. e value is in reducing friction across common tasks such as dra ing, analysis, and coordination. • Knowledge retrieval and synthesis: is is critical for organisations where expertise is distributed across many documents and systems. AI helps employees surface and apply this “hidden” knowledge in time- sensitive work. • Customer support and service operations: is area oers the most measurable impact. Klarna’s AI assistant handled 2.3 million conversations, representing two-thirds of its customer service chats, while reducing customer resolution times from 11 minutes to under 2 minutes.
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