United Overseas Bank (UOB), based in Singapore, spearheads the trial of Microsoft's new AI productivity enhancement, the Microsoft 365 Copilot. This initiative is part of the bank's strategy to boost employee productivity and transform how it engages with customers.
Enhancing productivity and customer engagement with AI
Adhunik, the Managing Director of Group Infrastructure and Platform Services at UOB, highlighted the bank's commitment to using artificial intelligence (AI) and machine learning to better customer experiences and increase operational efficiency. “Using AI responsibly is a key tenet of our AI strategy,” he noted.
The Microsoft 365 Copilot, which operates within widely used Microsoft applications such as Outlook, Word, and Excel, merges large language model capabilities with UOB's internal data. This includes information from documents, emails, chats, and meeting notes, ensuring the tool is secure and compliant with privacy standards.
Broad applicability across business functions
Adhunik elaborated on the implementation of this tool, mentioning that around 300 UOB employees, spanning front, middle, and back office roles, are part of the early adoption program. The customer service sector, in particular, is expected to benefit substantially from enhanced response quality and efficiency, leading to improved customer satisfaction.
“The AI tool's impact is extensive, affecting various departments from financial analysis to operations, technology, legal, and procurement,” Adhunik added. He emphasised the tool's versatility in aiding different business units within UOB to operate more effectively.
Refining communication and driving innovation
Focusing on the bank's communication strategies, Adhunik discussed the AI tool's potential in refining UOB's messaging. “Ensuring our communication is clear, consistent, and aligns with our organisational messages is essential,” he said, highlighting how the Microsoft Copilot could play a vital role in this aspect.
By aiding in the creation of engaging presentations and streamlining content to be concise and devoid of jargon, Adhunik believes the tool will significantly enhance the bank's communication approaches.
“We think of AI not only as a strategic enabler but also a source of competitive advantage and innovation,” Adhunik stated. UOB aims to leverage AI to develop personalised customer solutions, optimise internal operations, and enhance data-driven decision-making.