Scotiabank launches Scotia Intelligence for bank-wide AI

Scotiabank has launched Scotia Intelligence, a programme that brings 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.

Scotia Intelligence is described as a unified enterprise approach to AI, built around shared data, cloud systems, security controls and governance. A central element is Scotia Navigator, an internal suite of assistive AI tools integrated into workplace systems for staff.

Scotia Navigator is designed to support routine work, research, analytics, and software development. Employees will also be able to build and deploy custom AI assistants in what the bank describes as 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.

Branches and contact centres were among the first areas to adopt AI tools developed for specific uses. More teams are expected to gain access to new functions through Scotia Navigator.

Tim Clark, Group Head & Chief Information Officer, said the initiative builds on the bank's existing technology base.

"The launch of Scotia Intelligence demonstrates our ongoing commitment to investing in technology solutions that offer competitive, tangible benefits for both our clients and our colleagues," said Tim Clark, Group Head & Chief Information Officer, Scotiabank.

"Combined with our existing technology infrastructure, these AI capabilities unite the strength of our data and cloud environments while embedding governance and security so teams can use AI confidently and responsibly," Clark said.

Early uses

Scotiabank gave several examples of how AI is already being used across the business. In contact centres, AI now handles more than 40 per cent of client queries.

In commercial banking, AI systems process about 90 per cent of commercial emails and direct them to the appropriate teams. According to the bank, this has reduced manual work by 70 per cent and shortened turnaround times.

In digital banking, Scotiabank highlighted a mobile feature that prompts clients about upcoming bill payments, email money transfers and account-to-account transactions. The tool is designed to help clients manage routine banking activity.

The lender also said Scotia Intelligence is being designed to support future work on agentic AI, which it described as a path towards more autonomous, context-aware and action-oriented systems over time.

Governance focus

The bank placed strong emphasis on oversight and ethics as part of the launch. It said AI use cases are reviewed for fairness, transparency and accountability before launch, and that employees must complete mandatory training and annual attestations.

Scotiabank also said it was the first Canadian bank to establish a dedicated Data Ethics team and publish a public Data Ethics Statement. That work now sits alongside the broader AI structure announced with Scotia Intelligence.

Phil Thomas, Group Head and Chief Strategy & Operating Officer, linked the launch to the bank's wider AI strategy.

"The launch of Scotia Intelligence marks another milestone in Scotiabank's AI strategy centred on advancing innovative and trusted client-centric experiences," said Phil Thomas, Group Head and Chief Strategy & Operating Officer, Scotiabank.

"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," Thomas said.

Scotiabank is one of North America's largest banks by assets, with around $1.5 trillion on its balance sheet. The scale of its operations offers a further example of how large banks are trying to shift AI from individual experiments to bank-wide operating models.

The commercial banking unit's use of AI to route about 90 per cent of commercial emails and cut manual work by 70 per cent is among the clearest measures disclosed.