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From inclusive AI adoption to workforce upskilling, Robert Conrad O. Gonzales shares how the organisation is preparing both employees and customers for a future shaped by responsible innovation.
"AI is here to stay," affirmed Robert Conrad O. Gonzales (pictured above), Chief People Officer at GCash, as he took to the stage at HRO's inaugural Transform Talent Philippines 2025. More than a statement – it’s a call to action to harness the power of tech and innovation for good, a mission already well underway at the country’s leading finance super app.
The keynote, held on 12 March 2025 (Wednesday), explored how organisations can leverage responsible artificial intelligence (AI) and data intelligence to streamline operations, reduce costs, and drive business success, and how GCash is applying this to unlock real-world impact.
Leveraging responsible AI for the underserved communities
As Gonzales explained, GCash has integrated AI into its products and services to better address the needs of the millions of Filipinos who use the app. It’s not about automation; it’s about accelerating access and inclusion, as the company continues to innovate with its users at the core of every solution, ensuring each product and service is built with empathy, purpose, and real-world impact in mind.
One example is GScore, the in-house credit scoring model of GCash, which uses transactional behavior as a proxy for measuring a user’s creditworthiness and has changed the landscape of microlending. Insights from the tool have shown that even small loans, such as PHP100, can help support livelihoods and bring financial tools closer to those who have no access to credible and fair lending services.
These findings have contributed to the broader inclusion of underserved communities in financial services.
In terms of safety, AI plays a critical frontline role in fraud prevention and user verification. Tools such as facial recognition and behavioural and scam score modelling help identify suspicious activity. Additionally, the company uses an AI-powered virtual assistant, Gigi, to handle customer concerns through natural language processing and real-time responses.
Efficient work tools: AI in HR
Within GCash, AI’s role is not to replace its employees–AI augments them. AI has also become helpful for the HR team. A recent initiative involved partnering with an organisation for an employee engagement survey. It used AI to read through responses, understand employee sentiment, and uncover insights that might have been missed in traditional surveys. This shift has sparked significant improvements, such as upgraded work tools and more engagement between the leadership team and employees. For instance, a company-wide MacBook rollout for a unified operating system, making it easier for employees to sync and work.
Gonzales added:
“Our plan is to do this monthly, a shorter version of an employee vision survey, to measure not just productivity, but more importantly, wellbeing. When we understand how people feel, we build better environments for them to thrive.”
The company has also launched internal AI tools such as Glean (knowledge management system), GitHub Copilot (for developers), and Gemini (AI assistant integrated with Google to help with tasks such as writing emails), which are tools designed to empower employees.
Upskilling with GCash University and building AI-ready leaders
To support this tech-forward culture, GCash, through its in-house training and upskilling development programme, GCash Fintech University, focused on upskilling teams across the organization with AI-literacy tailored to their roles.
“We need to tailor-fit the training programme with AI based on the function,” Gonzales explained.
He also noted that even in large-scale programmes such as the GCash Product Management Certification Programme, the team is intentional about incorporating an AI element. This is not just to keep up with the times, but to ensure that solutions remain sustainable and user-friendly.
Leadership development is also being reviewed. The Leadership Development Programme of GCash now includes modules on responsible AI and innovation, integrated into training for three key levels: future leaders, emerging leaders, and executives. The goal is to cultivate a new kind of leadership when it comes to digital transformation–one that embraces innovation, which also starts with a strong understanding of responsible AI.
"For someone to truly believe and champion responsible AI, they need to experience it at scale in their everyday work. It has to be useful, accessible, and integrated into their everyday lives,” Gonzales mentioned.
The future: AI for talent acquisition, onboarding & beyond
Rounding off his session, Gonzales shared a glimpse into what’s next for the organisation. In 2025, GCash is integrating AI-based tools across various stages of the employee journey– from recruitment and onboarding to career development and performance management. These tools intend to go beyond assessing skills and culture fit, but also help employees map out meaningful career paths and cultivate a strong growth mindset.
He shared that the HR digital journey of GCash began with a helpdesk function, but now this on-site helpdesk is supported by AGA 2.0 (Alagang GCash Application Bot), a Gen AI-powered tool. This tool is designed to simplify essential HR processes such as FAQs, ticketing, flexible benefits and wellness reimbursements processing, and real-time payroll information. It provides instant, policy-driven answers through generative AI, functioning as a virtual HR advisor.
Throughout the session, Gonzales emphasised that the use of AI by GCash is closely tied to understanding and responding to real-world needs. Whether it is enabling small-scale loans through data-driven credit scoring or using brief surveys to gauge employee sentiment, the focus, he shared, is on applying technology in ways that are practical, accessible, and relevant.
“Innovation is powerful,” he said. “But it’s empathy that gives it direction. That’s how we build a future where every Filipino– no matter where they start– can thrive.”
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