Study shows how the use of Copilot reduced risk analysis time by more than 50%, with significant gains in productivity and quality.
The Bank of Queensland, an Australian institution serving 1.4 million customers, implemented artificial intelligence solutions to enhance risk analysis and increase operational efficiency. A collaboration with Microsoft researchers resulted in a groundbreaking study on the impact of Copilot, an AI assistant, on the performance of analysts at the bank. The bank tested the use of Copilot, a generative AI-based tool, to accelerate the root cause analysis process, essential for identifying failures and improving the customer experience.
“This process is essential to maintaining high standards of customer satisfaction and operational excellence,” says Bernadette Demasi, Head of Group Technology Partnership Programs at Bank of Queensland.
The study involved two groups: one with access to Copilot and one without. Both groups were challenged to analyze a simulated risk scenario involving loan approval delays and identify the contributing factors. The results were impressive: the analysts who used Copilot completed the task 51.8% faster than the others, with higher-quality and clearer analyses.
In addition to speed, more than a third of analysts using Copilot found the task less exhausting, and 93% said the tool improved the quality of their analysis and reduced effort. All participants with access to AI said they wouldn't want to perform this type of task without Copilot in the future.
“Adding capacity through AI allows us to overcome resource constraints and gives our teams more time to focus on higher-value work,” adds Bernadette.
The study reinforces the importance of providing targeted guidance on AI use, developing specific prompts and providing ongoing support to teams. To achieve the best results, it's essential to guide teams in adopting the technology, promoting strategic use, and expanding the possibilities for applying artificial intelligence in the corporate environment.
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Microsoft (Nasdaq “MSFT” @microsoft) creates AI-powered platforms and tools to deliver innovative solutions that meet customers' evolving needs. The technology company is committed to making AI widely available and responsibly, with a mission to empower every person and every organization on the planet to achieve more. Having operated in Brazil for 36 years, the company launched the Microsoft Mais Brasil Plan in 2020 and has since significantly expanded its investments in cloud infrastructure and artificial intelligence, in addition to leading initiatives such as the ConectAI program, which aims to train 5 million Brazilians in AI skills by 2027.
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