Yes Bank: AI or Human Connection for Talent Management?

The program head for retail talent acquisition at Yes Bank Limited needed to improve the talent acquisition process to fill vacant positions for relationship managers—a critical position within the business unit. Competition for talent was severe, with multiple positions at competing organizations open to suitable candidates, and screening the necessary number of candidates to ensure recruitment success was time-consuming and frustrating for everyone involved. One of the bank’s business leaders, particularly frustrated with the hiring process and the lack of consistency with candidate selection, was pressing for an urgent solution.<br><br>One option was to use an artificial intelligence (AI) platform, which centralized the candidate applications and improved the screening process by using machine learning to review videotaped candidate interviews. AI ranked the candidates, providing access to a larger talent pool and a quicker path to acquiring the needed talent. The process would resolve the bottlenecks that job aspirants typically faced in the traditional interview process, but would the tool dehumanize the entire process and undermine the interactions that ultimately led to better conversions and future integration with the brand and values of Yes Bank?

The case reviews the advantages and disadvantages of recent advances in talent management technology. It can be used in postgraduate and management development programs to explain how recent advances in technology are affecting talent management in organizations. After working through the case and assignment questions, students will be able to<ul><li>understand factors affecting organizational agility in the talent management landscape;</li><li>appreciate the emerging role of technology in the talent management domain;</li><li>identify strategies for improving competitiveness in talent acquisition; and</li><li>consider the use of technology for efficiency and human capital management for opportunities to leverage human connections.</li></ul>

• Artificial Intelligence
• human connection
• talent acquisition