Using Copilot in Financial Services

The financial services industry, encompassing banking, insurance, and capital markets, is impacted by changing interest rates, inflation, regulatory policies, and the global economy.

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Use cases

Transform Financial Services use cases

The financial services industry, encompassing banking, insurance, and capital markets, is impacted by changing interest rates, inflation, regulatory policies, and the global economy.

Modernize operations and compliance

AI is playing a pivotal role in modernizing operations and compliance in financial services by enhancing efficiency, accuracy, and decision-making. Generative AI can augment financial crime detection systems by helping employees reduce false positives in fraud and anti-money laundering (AML) scenarios. It also empowers employees to quickly retrieve and interpret complex product information, enabling better recommendations for investments or policy coverage. Additionally, AI streamlines operations by automating processes such as claims processing.

SymphonyAI helps financial crime investigators be more efficient

AXA harnesses the power of secure generative AI

Kensington Mortgages enables more accurate predictions and insights

AIA improved efficiency, reduced case handling time, and more

Scenarios

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Create agents that can serve as knowledge experts, both internally and with customers, and perform automated tasks. Interact with line of business applications through standard connectors and APIs.

Insurance – Enhance agent and employee productivity

Use AI to automate routine tasks, quickly organize client information and generate actionable insights—freeing up more time for high-value customer service and decision making.

Available with: Microsoft 365 Copilot and Copilot Studio

Insurance – Claim settlement agent

Accelerates claim resolution by pre-filling forms, triaging cases based on complexity and risk, and automating simple decisions to improve speed, accuracy, and fraud detection.

Available with: Microsoft Copilot Studio

Banking – Internal policy Q&A agent

Provides quick, accurate answers to staff questions about internal policies and procedures by leveraging enterprise knowledge, ensuring compliance, reducing response time, and supporting informed decision-making.

Available with: Microsoft Copilot Studio

Banking – Legal contract generation & compliance check agent

Simplifies contract creation and review by drafting documents, spotting compliance issues, and suggesting improvements to ensure legal accuracy and meet standards.

Available with: Microsoft Copilot Studio

Banking – Transaction dispute agent

Accelerates dispute resolution by automating case intake, log retrieval, and policy checks.

Available with: Microsoft Copilot Studio

Insurance – Create a quote

For Insurance access knowledge repositories and craft communications to quickly create a quote

Available with: Microsoft 365 Copilot and Copilot Studio

Insurance – Issue a policy

For Insurance get assistance with the steps of personalizing a policy and communications

Available with: Microsoft 365 Copilot and Copilot Studio

Insurance – Modernize claims processes

For Insurance simplify the claims process with improved data access and communications,

Available with: Microsoft 365 Copilot and Copilot Studio

Create agents and apps that use AI and purpose-built LLMs to support automated process flows using custom integrations with line of business applications and databases.

Capital markets – Improve risk and compliance management

Streamline risk and compliance management for greater accuracy, speed, and regulatory assurance.

Available with: Copilot Studio and Azure AI Foundry

Improve fraud analysis and detection

Banks can automate fraud analysis and detection—resulting in faster, more accurate, and compliant fraud detection and response.

Available with: Azure AI Foundry with Copilot Studio

Capital Markets – Implement Know Your Customer (KYC) regulations

Simplify the process of verifying sources of money

Available with: Microsoft 365 Copilot and Copilot Studio

Banking – Modernize lending processes

Use AI to automate the process of creating credit memos to deliver better service and avoid mistakes.

Available with: Microsoft 365 Copilot Chat and Azure AI Foundry with Copilot Studio

Improve data analysis and usage

AI is revolutionizing data analysis in financial services by enabling firms to process and extract insights from vast and diverse data sources with unprecedented speed and accuracy. By leveraging AI, institutions can analyze large volumes of financial reports, media articles, earnings call transcripts, and sentiment data to generate concise, accurate summaries that highlight key trends and risks. This capability not only enhances decision-making for analysts, portfolio managers, and executives but also ensures that critical information is surfaced in real time, reducing the time spent on manual research and improving the overall agility and responsiveness of financial organizations.

Moody’s drives pragmatic AI innovation

UBS and Microsoft unite: Co-creating the future of banking with Azure AI

ABN AMRO Bank boosts employee net promoter scores

Manulife supercharged development and reduces costs by 50%

Scenarios

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Transform the customer experience

AI is transforming customer interactions in financial services by empowering employees across roles—from contact center agents to relationship managers and advisors—with intelligent tools that enhance customer engagement. Generative AI enables agents to move beyond basic servicing tasks, helping them cross-sell and upsell financial products through more natural, engaging conversations. It also streamlines access to complex product information, supports personalized client interactions, and enhances meeting preparation with customer insights and conversation summaries. In Insurance, AI can accelerate claims processing, assist in policy selection, and ensure customers receive the right coverage, ultimately driving better service and increased sales.

Ally Financial empowers customer service associates

Groupama uses AI to help customer managers respond to policyholders

Investec yields high productivity returns

Virgin Money delivers exceptional customer experiences

Scenarios

Start Buy Extend

Create agents that can serve as knowledge experts, both internally and with customers, and perform automated tasks. Interact with line of business applications through standard connectors and APIs.

Insurance – Modernize underwriting processes

Use AI to assist with creating new customer polices and presenting quotes for coverage proposals to customers.

Available with: Microsoft 365 Copilot and Copilot Studio

Banking – Empower relationship managers

Use Copilot to help advisors and other team members on the frontline with customers and clients to grow a customer’s investment portfolio.

Available with: Microsoft 365 Copilot and Copilot Studio

Banking – Customer inquiry agent

Efficiently resolves customer inquiries by leveraging institutional knowledge and intelligently routing them to the most appropriate next step, enhancing service quality and ensuring timely, accurate support.

Available with: Microsoft Copilot Studio

Capital Markets – AI-assisted broker portfolio management

For Capital markets, create recommendations based on analyzing portfolios and current events

Available with: Microsoft 365 Copilot and Copilot Studio

Banking – Financial advisory support system

In Banking deliver personalized and effective support to clients.

Available with: Microsoft 365 Copilot and Copilot Studio

Using Copilot in Financial Services

Transform Financial Services use cases

Modernize operations and compliance

Scenarios

Banking – Accelerate research and audit preparation

Banking – Assist with customer questions

Insurance – Enhance agent and employee productivity

Insurance – Claim settlement agent

Banking – Internal policy Q&A agent

Banking – Legal contract generation & compliance check agent

Banking – Transaction dispute agent

Insurance – Create a quote

Insurance – Issue a policy

Insurance – Modernize claims processes

Capital markets – Improve risk and compliance management

Improve fraud analysis and detection

Capital Markets – Implement Know Your Customer (KYC) regulations

Banking – Modernize lending processes

Improve data analysis and usage

Scenarios

Capital Markets – Research and summarize market trends

Banking – Enhance marketing effectiveness

A day in the life of an Analyst

Insurance – Improve underwriting risk analysis

Capital Markets – Produce daily market reports

Capital Markets – Conduct company research

Transform the customer experience

Scenarios

Capital Markets – Assist client understanding

Capital Markets – Prepare for a client meeting

Insurance – Modernize underwriting processes

Banking – Empower relationship managers

Banking – Customer inquiry agent

Capital Markets – AI-assisted broker portfolio management

Banking – Financial advisory support system

Opportunity to impact key functional area KPIs

Start using Copilot

View all downloadable content

Using Copilot in Financial Services

Transform Financial Services use cases

Modernize operations and compliance

Scenarios

Banking – Accelerate research and audit preparation

Banking – Assist with customer questions

Insurance – Enhance agent and employee productivity

Insurance – Claim settlement agent

Banking – Internal policy Q&A agent

Banking – Legal contract generation & compliance check agent

Banking – Transaction dispute agent

Insurance – Create a quote

Insurance – Issue a policy

Insurance – Modernize claims processes

Capital markets – Improve risk and compliance management

Improve fraud analysis and detection

Capital Markets – Implement Know Your Customer (KYC) regulations

Banking – Modernize lending processes

Improve data analysis and usage

Scenarios

Capital Markets – Research and summarize market trends

Banking – Enhance marketing effectiveness

A day in the life of an Analyst

Insurance – Improve underwriting risk analysis

Capital Markets – Produce daily market reports

Capital Markets – Conduct company research

Transform the customer experience

Scenarios

Capital Markets – Assist client understanding

Capital Markets – Prepare for a client meeting

Insurance – Modernize underwriting processes

Banking – Empower relationship managers

Banking – Customer inquiry agent

Capital Markets – AI-assisted broker portfolio management

Banking – Financial advisory support system

Opportunity to impact key functional area KPIs

Start using Copilot

View all downloadable content

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