In an effort to increase productivity and customer engagement, United Overseas Bank (UOB) in Singapore is leading the adoption of Microsoft’s state-of-the-art AI-driven productivity tool, the Microsoft 365 Copilot.

UOB has been a pioneer in integrating AI and machine learning technologies to enhance customer experience, employee productivity, and operational efficiencies. Adhunik, the bank’s managing director of group infrastructure and platform services, emphasised the importance of responsible AI adoption and the institution’s commitment to it as a fundamental component of their overall AI strategy.

The Microsoft 365 Copilot, a generative AI tool, seamlessly integrates into common Microsoft applications such as Outlook, Word, and Excel. Leveraging large language model capabilities, it works with UOB’s data from documents, emails, chats, and meeting notes while maintaining robust security and privacy compliance.

Approximately 300 employees across various roles within the bank are part of the early adoption program. Notably, customer service departments are expected to witness substantial improvements in response clarity and efficiency, contributing to heightened customer satisfaction. The tool’s positive impact extends across diverse departments, encompassing financial analysts, operations, technology, legal, and procurement.

UOB’s approach to the AI tool underscores its versatility, with Adhunik highlighting its potential to refine the bank’s messaging. In order to maintain communication that is clear, consistent, and in line with organisational messages, the tool is essential. Additionally, by aiding in the creation of engaging presentations and refining content for clarity, the Microsoft 365 Copilot is poised to elevate UOB’s communication strategies to new heights.

This initiative reflects UOB’s commitment to staying at the forefront of technological innovation, harnessing AI to streamline operations and deliver an enhanced experience for both employees and custome