UOB leads Microsoft’s copilot trial in Singapore

The bank aims to leverage generative AI to bolster employee efficiency and redefine customer engagement.

Singapore's UOB has taken the lead in piloting Microsoft's AI-driven productivity tool, the Microsoft 365 Copilot, which the UOB believes will improve productivity and engagement among its consumers.

Adhunik, Managing Director of Group Infrastructure and Platform Services at UOB, shared, "UOB has been at the forefront of using AI and machine learning technologies to enhance customer experience, employee productivity, and operational efficiencies." Emphasizing the bank's approach to AI adoption, he added, "Using AI responsibly is a key tenet of our AI strategy."

The Microsoft 365 Copilot, a generative AI tool, integrates within common Microsoft applications like Outlook, Word, and Excel. It combines large language model capabilities with the data within UOB's documents, emails, chats, and meeting notes, ensuring a secure and privacy-compliant functionality.

Adhunik explained, "As part of the early adoption program, we've selected about 300 employees in roles across the front, middle, and back office to use this tool." Notably, customer service departments are set to gain significantly, with the AI tool primed to enhance response clarity and efficiency, thereby amplifying customer satisfaction.

He added that the AI tool's effects span across departments, from financial analysts to operations, technology, legal, and procurement.

“Microsoft 365 is a very versatile tool that can help many different departments and business units across UOB work more efficiently and effectively,” he said.

Adhunik mentioned the AI tool's potential in refining UOB's messaging. "It's very important for us to deliver the right message to our customers and stakeholders," he said, explaining how Microsoft Copilot could ensure communication remains "clear, consistent, and aligned with organizational messages." 

By facilitating the creation of engaging presentations and refining content to be concise and jargon-free, Adhunik said the tool promises to elevate the bank's communication strategies.

"We think of AI not only as a strategic enabler but also a source of competitive advantage and innovation." The bank's ultimate goal is to harness AI to enhance personalized customer solutions, optimize internal operations, and bolster data-driven decision-making.