AustraliaFinance and insurance2025 – ongoingWestpac
Microsoft 365 Copilot workforce rollout and employee-service agents
Westpac expanded Copilot after a pilot involving 15,000 employees
Problem
Westpac sought to reduce time spent on routine work and finding internal information.
Approach
After an Australian pilot, Westpac began extending Microsoft 365 Copilot across its global workforce. Technology teams also built Copilot Studio agents to answer common HR and IT questions and handle simple tasks. The rollout included employee training and prompt workshops.
Results
Takeaway
The broader rollout followed a substantial employee pilot. Westpac did not disclose a quantified productivity result.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Internal work and knowledge managementHuman resourcesIT and R&D
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described Westpac's workforce rollout following a pilot involving 15,000 employees. It also reported that teams had built HR and IT agents for employee questions and simple tasks.
Full details are in the original sources.
