Customer Service Automation · Risk Management
Nationwide needed a safe, repeatable way to move generative AI from experimentation into production across a regulated financial-services environment without compromising governance, risk controls, or organizational readiness.
Reported impact
Nationwide established the governance, skills, and technical foundation needed to scale AI responsibly in a member-owned bank and began turning that foundation into practical operational and customer-service use cases.
Nationwide partnered with IBM Consulting to build a society-wide AI strategy and operating model anchored in an AI Centre of Expertise powered by Microsoft Azure OpenAI Service. The CoE combines an operations team that manages the AI lifecycle, a cross-functional council that evaluates and approves use cases, and a delivery function that builds solutions with large language models and enterprise data. IBM helped Nationwide define technical patterns, training, communications, governance, and risk-management processes so new AI capabilities could be assessed and deployed through a common framework rather than project by project. With that foundation in place, Nationwide began developing practical solutions for contract management, quality assurance, operational reporting, and colleague support, including tools that help staff answer customer queries faster. The architecture is a governed operating layer for AI adoption across legal, procurement, technology, security, and data teams.
Enterprise data and candidate use cases enter the AI Centre of Expertise, where cross-functional governance reviews them, Azure OpenAI Service powers solution development, and approved patterns are delivered back into operational roles such as contract management, reporting, and customer-support workflows.
Nationwide began by establishing a society-wide AI strategy and operating model, culminating in the creation of an AI Centre of Expertise (CoE) with the support of IBM Consulting and powered by Microsoft Azure OpenAI Service.
The centre also supported Nationwide’s readiness for gen AI by helping set up the gen AI platform, define training and communications, redesign risk management and governance
The centre consisted of an operations team to drive the AI lifecycle, a cross-functional council to evaluate use cases, and a delivery function to build solutions using large language models (LLMs) and enterprise data.
help to process queries more quickly
to partner with IBM to help us ... evolve our robust governance model
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