Scotiabank launches Scotia Intelligence for bank-wide AI platform

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Scotiabank launches Scotia Intelligence for bank-wide AI platform

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Scotiabank launched Scotia Intelligence, a programme bringing the bank's internal AI tools, platforms, and governance under one structure. The move formalises work already underway across the bank, where AI tools are being used in contact centres, commercial banking, and digital banking. The framework is intended for employees and clients across Scotiabank's global operations. A central element is Scotia Navigator, an internal suite of assistive AI tools integrated into workplace systems for staff, supporting routine work, research, analytics, and software development. Employees can build and deploy custom AI assistants in a secure, governed environment. For technical teams, the system includes coding tools that automate routine tasks, freeing staff to focus on more complex financial services work. In contact centres, AI now handles more than 40% of client queries. In commercial banking, AI systems process about 90% of commercial emails and direct them to appropriate teams, reducing manual work by 70% and shortening turnaround times. In digital banking, a mobile feature prompts clients about upcoming bill payments, email money transfers, and account-to-account transactions. The bank placed strong emphasis on oversight and ethics: AI use cases are reviewed for fairness, transparency, and accountability before launch, and employees must complete mandatory training and annual attestations. Scotiabank was the first Canadian bank to establish a dedicated Data Ethics team and publish a public Data Ethics Statement. Tim Clark, Group Head & CIO, said the initiative builds on the bank's existing technology infrastructure. Phil Thomas, Group Head and Chief Strategy & Operating Officer, said "By putting AI-enabled tools into the hands of our global team, we're enabling greater focus on higher-value work resulting in better decisions, faster execution and meaningful outcomes for our clients." Scotiabank has around $1.5 trillion in assets on its balance sheet.