CLIENT
INDUSTRY
Professional Services
FEATURING
AI
Microsoft Copilot
230,000+
global users across territories
500,000+
hours of capacity created during the month of October 2025
8.7M+
Copilot Actions during the month of October 2025
We’re embedding AI across our business so our teams can unlock new value, act with confidence, and stay ahead.
SITUATION
Building an intelligent foundation for the future of work
The true power of artificial intelligence (AI) isn’t efficiency—it’s empowering people to think, decide, and act with greater insight. As AI extends deeper into organizations, it unlocks new capabilities. But its real impact comes when people can use it to make faster, smarter, and more informed decisions.
At PwC, we approach AI with this mindset. We also knew that because PwC operates at a remarkable scale, our approach needed to be grounded in Responsible AI, global governance, and enterprise-grade security—capabilities we bring to organizations of various sizes. When we migrated to Microsoft 365 and introduced Microsoft Copilot, we saw the opportunity to create a smarter, more responsive global network. Our focus went beyond productivity to include security, governance, and trust—embedding AI in an enterprise-grade foundation that could scale responsibly across the network.
We’ve collaborated with Microsoft to build a Copilot AI framework designed for today’s high-velocity business environment. It’s now one of the world’s largest deployments, reaching 230,000 users across more than 100 countries.
PwC’s goal wasn’t to pursue AI as a quick fix. We aimed to embed it into the fabric of how we work—to drive insights, collaboration, and trust at scale.
We recognized that real transformation comes from how people use technology, not just which tools they use. That belief guided our approach to embedding Copilot across teams and territories, positioning AI as an everyday enabler rather than a standalone experiment.
SOLUTION
Embedding AI securely and at scale
Transitioning to an AI-powered platform like Microsoft Copilot brought both opportunity and responsibility. We knew success meant more than introducing new tools—it required embedding AI into everyday workflows while protecting data and upholding strong governance. Copilot meets our teams where they already work, integrated into familiar Microsoft applications and tuned to our context, so AI can feel like a natural extension of daily tasks.
Our AI-first strategy accelerated decision-making and maintained alignment with local data and regulatory standards. Collaborating with Microsoft helped PwC scale Copilot within a secure, enterprise-grade ecosystem designed for global compliance. We began the rollout in 11 countries, using a decentralized model that let each region set adoption priorities and adapt functionality to its needs. It was an approach few organizations know how to operationalize at this scale, combining global reach, deep governance expertise, and a commitment to Responsible AI.
To keep momentum, PwC created a global knowledge center and sharing framework that allowed teams to exchange industry-leading practices and adopt new tools on their own terms. A hub-and-spoke model helps maintain consistent governance and communication across the network while allowing teams to learn from each other and move quickly to differentiate PwC in the market. Territory teams selected Copilot configurations that matched their operational and regulatory requirements. Configuration offers flexibility, while standardizing our data on Microsoft helps give us the security and ability to deploy AI at scale.
PwC leveraged integrations into Microsoft-provided data sources to build customized dashboards, enabling more insightful adoption and usage metrics. Territory teams monitored usage, efficiency gains, and adoption, tracking user engagement across Teams, Outlook, and other Microsoft applications. When Copilot Studio was released, PwC continued to evolve its dashboards to meet reporting needs. At present, PwC is working with Microsoft to provide more in-depth reporting on agent usage across the network.
The goal was simple: make AI an everyday assistant that can save time, surface insights, and strengthen decision-making. Each Copilot agent and feature was tested, refined, and improved through user feedback loops to help solve real business challenges.
In just over a year, PwC completed the initial rollout, creating a framework ready to scale across the entire global network.
RESULTS
Turning AI adoption into measurable impact
PwC teams are now using Copilot to simplify tasks, surface insights, and drive productivity across front- and back-office functions. From building agents that query data sources to quickly surface information, AI is helping our people spend less time searching for information and focusing on what matters—delivering value for clients.
During the month of October 2025, PwC employees executed over 8.7 million actions in Copilot, freeing up over 500,000 hours of capacity in the process. With 54% of PwC’s global workforce using AI tools weekly, employees average nine prompts per week.
The impact extends beyond productivity. AI agents now help research teams extract data from complex files in seconds, freeing PwC employees to focus on higher-value insights. Citizen developers are creating low-code applications that further automate and improve processes.
Role-based training helps employees understand how to use agents effectively, spot AI hallucinations, and apply Responsible AI principles in their daily work. Regular playbooks, live demos, and “prompt-of-the-day” campaigns continue to drive engagement.
Microsoft’s enterprise-grade architecture has been central to success—offering strong encryption, secure data storage, and region-specific compliance controls. Local data stays local, enabling confidence across our territories.
Today, Copilot isn’t just an assistant. It’s an integrated AI framework that powers smarter, faster, and more trusted work—for PwC and for our clients.
“It’s important we have conviction that the technology works in order to build industrial strength solutions with it. That’s why we’ve collaborated with Microsoft—to create real confidence as we help clients transform their full capability stack.”
“At PwC, Copilot is helping our people work smarter, handling the routine so they can focus on what really matters: our clients. We see AI as a way to amplify our human edge, unlocking more time, creativity, and insight for our people.”
“What makes our work with PwC stand out is the depth of co-innovation between our teams, especially in how we're applying AI to unlock new ways of working. Together, we're not just addressing today's needs; we're building capabilities that help enhance how PwC serves its clients.”
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