Scotiabank is expanding enterprise resources with the launch of new “knowledge agents.”
Fresh off an award win, the major Canadian bank is launching the agents through Scotia Intelligence, the company’s unified approach to data and AI.
The knowledge agents include Delivery Navigator, which helps employees access standards and resources behind the Bank’s enterprise delivery framework, and Travel and Expense Knowledge Agent, which answers travel and expense policy and process questions, from expense eligibility to reimbursements and submission requirements.
“We are simplifying access to information from approved internal sources that allows employees to easily connect information across systems and take action with greater confidence,” says Tim Clark, Group Head and Chief Information Officer for Scotiabank.
“These capabilities set the foundation for a future where AI will play a more active role in orchestrating workflows, helping our teams work smarter and deliver greater value for clients,” he said.
Scotiabank’s AI strategy is anchored to three strategic themes: elevating client experiences, delivering speed and efficiency, and enhancing risk management.
The bank’s knowledge agents bring that strategy to employees by putting information from approved internal sources within reach so teams can spend less time hunting through internal documents and more time on higher-value work, according to a statement.
“The next phase of AI is about moving from information access to intelligent action,” Clark believes.
More than 70,000 Scotiabank employees have access to Scotia Intelligence capabilities and have collectively generated 14 million actions since it launched in March. The Bank has also investing in upskilling, with more than 80% of its global workforce and over 90% of directors and above completing at least one internal AI training course.
“AI is changing the way we work, and Scotiabank is committed to ensuring our employees have the skills and support they need to harness its full potential,” stated Jenny Poulos, Chief Human Resources Officer at Scotiabank.
“By investing in training, we are helping our teams put these tools to work to drive greater efficiency and impact, while also building the distinctly human skills that establish trust, foster innovation, and strengthen the relationships that are essential to our success,” she said.
Scotiabank, which boasts one of Canada’s most valuable brands, is shifting from general-purpose AI assistance to a future where employees are increasingly supported by agents and AI-enabled workflows, according to Phil Thomas, Group Head and Chief Strategy & Operating Officer.
“These new knowledge agent use-cases are not only unlocking productivity for our teams today, but they are signalling how we’ll better support our clients tomorrow,” says Thomas. “As we simultaneously modernize our data foundation, we are building an ecosystem of AI capabilities that can accelerate learning and empower our teams to work in entirely new ways, further enhancing the overall client experience.”
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