Commonwealth Bank of Australia invests in AI skills and Microsoft Copilot to drive innovation

“Our mission at CommBank is to build a brighter future for all,” says Dan Jermyn, Chief Decision Scientist at Commonwealth Bank of Australia. Commonwealth Bank of Australia (CommBank), one of Australia’s largest banks with approximately 17 million customers, is working to strengthen customer trust and security and tailor financial experiences in a rapidly evolving financial landscape. As customer expectations rise, the bank seeks to harness AI to develop smarter, more secure, and highly customized banking experiences at scale.

Recognizing that AI’s full potential depends on workforce readiness, CommBank launched a structured skilling initiative to equip employees with the knowledge and tools to apply AI effectively across the organization.

Building AI fluency across the workforce

To educate employees on how AI can drive real impact, CommBank launched a structured skilling approach through its democratizing “AI for All” initiative. By investing in hands-on learning and experimentation, the bank is equipping employees with the confidence and expertise to use AI in their daily work.

CommBank embedded AI skilling across all levels of the organization through three structured learning paths: Leading with AI, Working with AI, and Building AI. This approach empowers employees with the knowledge and tools to use AI effectively.

• Leading with AI equips executives and senior leaders with the skills to guide AI adoption strategically, facilitating responsible implementation and alignment with business priorities.

• Working with AI provides employees across departments with practical training to use AI-driven tools like Microsoft 365 Copilot to improve productivity and assist decision-making.

• Building AI develops technical expertise among engineers, data scientists, and developers, offering specialized learning with tools like GitHub Copilot and Microsoft Power BI to create AI-powered solutions.

Collaborating with Microsoft for success

CommBank collaborated with Microsoft to equip its workforce with the skills needed for AI adoption through a range of Microsoft learning programs. With offerings like Microsoft Learn, the Microsoft Enterprise Skills Initiative (ESI), and a Microsoft AI Academy, participating employees gain practical experience that goes beyond theory. Through training sessions, interactive learning, and boot camps, they apply AI to real-world tasks, deepening their expertise. Employees are becoming AI champions, fostering a culture of continuous learning, sharing best practices, and supporting colleagues through office hours and peer-led knowledge-sharing. “Skilling is really important for us because people are at the heart of our organization,” says Jane Adams, Domain Lead HR Business Partnering Learning and Skilling at Commonwealth Bank of Australia. “We need to enable our people to engage with AI, use new tools, and embrace new ways of working.”

CommBank introduced Copilot so employees could explore ways to automate routine activities, improve operational flow, and free up time for problem-solving. For technical teams, GitHub Copilot can accelerate coding by generating AI-powered code suggestions, reducing development time, and improving accuracy.

Jermyn notes that Copilot is driving a shift in workplace dynamics. By reducing cognitive load from routine activities, employees are able to dedicate more time to strategic and innovative work. He notes, “With Microsoft 365 Copilot, early adopters reported saving 16% of their time by reducing repetitive tasks, allowing them to focus on more meaningful work and bring their best selves to what they do.” With 10,000 active Copilot users, the impact on CommBank’s business is tangible.

Strengthening AI capabilities for competitive advantage

Approximately 30% of GitHub Copilot AI-driven code suggestions are adopted by CommBank’s engineers, accelerating innovation and streamlining complex development processes. CommBank has also provided employees with opportunities to strengthen their analytical capabilities with AI-driven tools like Power BI. Through AI skilling initiatives, participating employees learn to use self-service analytics to interpret complex data and make informed customer decisions. By developing these skills, teams across the organization can confidently apply AI insights, to improve both efficiency and decision-making.

CommBank is exploring ways to use data, AI, and analytics technologies to reimagine experiences for its customers, communities, and colleagues. One example is Benefits Finder, an AI-powered tool that identifies government rebates and benefits customers may qualify for based on their responses to a few simple questions. It has helped connect customers to an estimated $1.2 billion in government rebates since 2019.

CommBank views its ongoing investment in AI skills as crucial to staying competitive in the rapidly evolving banking industry. “AI is transforming how we work, and the possibilities keep growing,” Adams concludes. “By continuously investing in AI skills, we’re empowering our people to stay ahead, innovate, and shape the future of banking.”