Malaysia’s AmBank collaborates with Microsoft to trial Microsoft 365 Copilot

The Malaysian bank has access to the latest AI innovations as part of the Early Access Program

Laura Hyde | 25 October 2023

AmBank has become one of the first banks in Malaysia to trial Microsoft 365 Copilot as part of Microsoft’s Early Access Program.

In total, 300 employees from various departments, including finance, customer service and human resources, have been using Copilot to boost their productivity and creativity.

“Microsoft is thrilled to work together with AmBank to bring the power of artificial intelligence to their employees,” said K. Raman, managing director, Microsoft Malaysia. “With Microsoft 365 Copilot, we are equipping AmBank’s workforce with the tools they need to be productive, efficient and creative, while also preparing them for the evolving way of work in the generative AI era.”

AmBank is also using Microsoft 365 Copilot to assist employees with tasks that entail understanding and integrating information, such as generating reports, creating personalised and engaging content for stakeholders, and providing recommendations based on user preferences.

According to AmBank, the trial has resulted in improvements in efficiency, as well as new insights. “We believe AI is one of the most profound technologies that will transform financial services,” said Datuk Iswaraan, group chief operating officer at AmBank. “We are excited to explore how Microsoft has made its AI-powered tools more secure and enterprise ready by having 300 of our most promising staff unleash ways to reduce the time and effort that it takes to generate content without sacrificing quality.”

For instance, AmBank has used Copilot to help employees take minutes more efficiently during meetings. Now, the minute taker can focus on the discussion while Copilot listens in, captures and summarises conversations and actions succinctly. The employee can then review the document, which means high-quality minutes can now be ready within an hour of the meeting concluding.

AmBank is also hoping to utilise Copilot to deflect technical support queries from human agents to AI bots, which can resolve up to 30 per cent of queries instantly and without the friction of waiting.