UniSuper Leverages Agentic AI with Microsoft Copilot for Enhanced Financial Services

UniSuper Embraces Agentic AI with Microsoft Copilot and Power Automate​

UniSuper is pioneering a new era in financial advisory services by leveraging agentic AI—an intelligent assistant designed to streamline note-taking and boost overall efficiency. By integrating Microsoft Copilot Studio and Power Automate, the fund is automating back-office tasks, allowing its teams to focus on providing top-notch client service.

Revolutionizing Financial Advisory with Agentic AI​

For years, comprehensive financial advisors relied on manual note-taking during client meetings— a process both time-consuming and prone to human error. UniSuper’s innovative agentic AI solution transforms this workflow by automating the transcription and file note process:

• Automated Note Generation: After each meeting, the AI agent captures the conversation transcript.
• Standardized File Notes: The system populates a pre-set file note template based on the transcript.
• Quality Assurance: Advisors then perform a quick but essential review to ensure accuracy.

Senior Manager of Emerging Technology and Efficiency, Matt Bright, explains that this process can shave off nearly 25 minutes of work per interaction. Over the course of a year, this translates to approximately 2,000 hours saved—a gain that not only boosts productivity but also allows the team to conduct roughly seven percent more meetings without extending working hours.

The Microsoft Toolbox: Copilot Studio & Power Automate​

UniSuper’s approach hinges on leveraging Microsoft’s advanced tools, which have been critical in driving their agentic AI initiatives:

• Microsoft Copilot Studio: Acts as the backbone in building the AI-driven solution that transforms raw meeting transcripts into structured notes.
• Power Automate: Seamlessly weaves the automated transcription process into existing workflows, ensuring that the data flows smoothly from capture to final review.

The integration of these products not only enhances internal efficiency but also demonstrates how powerful teamwork between different Microsoft tools can be when optimized for specific industry needs.

Scaling AI Adoption Across the Organization​

UniSuper’s journey with AI didn’t stop at enhancing note-taking processes. In an ambitious internal rollout, the fund soon extended access to Microsoft Copilot across its entire workforce:

• Early Access Program: The Copilot trial began with 30 users over four weeks before expanding to a cohort of 300—roughly a quarter of the staff.
• Diverse and Targeted Adoption: Initially, trial participants were chosen from various internal functions, particularly those heavily reliant on Microsoft 365, emails, reporting, and Teams communications.
• Training and Support: Recognizing that even sophisticated AI tools evolve rapidly, UniSuper implemented a continuous training regime:
• Regular drop-in sessions and a dedicated community in Teams for sharing insights and solving challenges.
• “60-to-90 second” weekly video updates that kept staff informed about new or under-utilized features.
• Special emphasis on prompt writing workshops, ensuring users knew how to ask the right questions to extract the best responses from Copilot.

The proactive training strategy has showcased impressive results—with active utilization among 1,200 staff members reaching around 80 percent by 2025. Such high engagement speaks volumes about both the potential and smooth integration of agentic AI into everyday workflows.

Beyond the Back Office: A New Frontier in Member Experience​

While current use cases are firmly rooted in back-office operations, UniSuper envisions a broader role for AI in enhancing member outcomes. The long-term ambition is to revolutionize the retirement experience through personalized digital self-service platforms:

• Personalization and Engagement: Inspired by its “Netflix of retirement” motto, UniSuper aims to offer customized experiences that address individual member needs at every stage of their retirement lifecycle.
• Generative AI in Customer Interaction: By employing generative AI, the fund plans to not only interpret data more effectively but also provide more tailored advice and improved digital engagement through online and mobile platforms.

This forward-looking approach highlights the dual benefit of agentic AI: streamlining internal processes while simultaneously enhancing the customer experience. As digital transformation continues to reshape financial services, innovations like these position UniSuper as a trailblazer in a highly competitive industry.

Real-World Impact and Broader Implications​

The implications of UniSuper’s AI integration extend far beyond time-saving for advisors. Consider the following key benefits:

• Operational Efficiency: Automating routine tasks frees up valuable time, allowing advisors to refocus on strategy and client engagement.
• Quality Assurance and Consistency: Automated note generation ensures that all interactions are documented consistently, reducing errors and maintaining high service quality.
• Data-Driven Insights: With AI capturing accurate, streamlined data, UniSuper can harness insights to continuously refine its service delivery and better understand client needs.
• Competitive Advantage: As more financial institutions adopt similar technologies, UniSuper’s early investment in agentic AI offers a competitive edge—demonstrating leadership in both operational excellence and customer service innovation.

These practical benefits are underpinned by a robust training and adoption model that serves as an exemplary case study for other organizations looking to navigate the digital transformation journey.

A Look Ahead: Doubling Down on Copilot Investment​

UniSuper’s clear commitment to deepening its use of AI is evident from its continuous exploration of new use cases in collaboration with Microsoft and strategic partners. The fund is planning to extend its Copilot investment further by:

• Experimenting with additional back-office automation projects.
• Exploring applications that directly enhance member interaction.
• Refining internal processes through advanced generative AI capabilities.

Such initiatives underscore a broader industry trend toward integrating AI-centric solutions that not only boost efficiency but also enrich the overall customer experience. By remaining agile and investing in constant training, UniSuper provides a glimpse into the future of financial advisory services, where human expertise and AI work hand-in-hand to deliver superior results.

Conclusion​

UniSuper’s bold foray into agentic AI marks a significant milestone in leveraging technology for efficient, client-focused services. By automating mundane tasks and fostering a culture of continuous learning and adaptation, the fund is well-positioned to achieve more with less. As AI continues to advance and reshape industries, UniSuper’s experience offers valuable insights into the practical benefits and strategic imperatives of embracing digital transformation in the modern workplace.
With streamlined workflows, enhanced member experiences, and a forward-thinking approach to technology adoption, UniSuper is setting a high bar for what can be achieved when innovative tools like Microsoft Copilot Studio and Power Automate are deployed effectively. This journey not only celebrates a leap in operational efficiency but also reinforces the transformative power of agentic AI in reshaping the financial advisory landscape.

---

Source: iTnews UniSuper starts to explore agentic AI