Financial Services
Highlighting areas where automation or enhanced data analysis could drive operational improvements — such as faster eligibility assessments and reduced manual processing.
Our client is a leading Australian superannuation fund looking to harness AI to boost productivity and deliver better member support. With increasing interest in deploying a member-facing AI tool, the fund recognised the need for a robust governance framework that could keep pace with innovation – without compromising trust, ethics, or compliance.
They engaged Escient to assess their AI environment and help them build a fit-for-purpose governance model to support innovation, manage risk, meeting regulatory obligations and member expectations, along with a checklist to guide the safe creation of AI chatbots.
The challenge
In a tightly regulated industry with evolving legislation and increasing public scrutiny, this super fund faced a complex balancing act to enable innovation while ensuring safety, transparency, and control. The fund set out to:
- Formalise its AI governance structure
- Introduce risk-tiered AI assessment processes
- Establish accountability for decision-making
- Support a safe, secure rollout of a member-facing chatbot
- Align internal stakeholders with varying levels of AI familiarity
- Stay ahead of regulator expectations in a high-trust sector
Escient worked with the client to design a practical, human-centred AI governance framework designed around principles of ethical use, compliance, and operational effectiveness. The objective – to build the confidence and capability to deploy AI in ways that were secure, fair, and future-proof – for both the fund and its members.
The approach
Escient worked closely with the fund’s data, product, and legal teams to evaluate how emerging AI and data tools could be applied responsibly in a regulated environment. Our aim was to help the fund assess opportunities for efficiency and innovation while ensuring compliance and member trust were never compromised.
Mapped the AI use cases across the business
Assessed governance and risk requirements
To ensure any future AI use would align with regulatory obligations, particularly concerning privacy, fairness and transparency.
Facilitated conversations across risk, legal and delivery teams
Building understanding of both the potential and the parameters of AI use.
Defined a roadmap of 'no regret' initiatives
Practical next steps that the fund could confidently explore, based on low risk and high potential value.
Developed a clear operating model for responsible AI adoption
Including the roles, principles, and controls required to move forward safely and sustainably.
Identified potential barriers to progress
Outlining mitigation strategies and preparatory steps to navigate them effectively.
Throughout the engagement, we co-designed a best-in-class AI risk and governance framework helping the organisation turn big ideas into practical steps. This enabled them to translate AI and data opportunities into pathways that felt both achievable and aligned to the fund’s values.
The outcome
We supported the fund with a clearer view of how AI and data innovation could work for them in real ways. We left leaders with greater clarity, confidence, and alignment around what’s possible and how to proceed.
They now have a:
- Tailored roadmap of policies to support more effective decision-making
- Model for responsible governance and oversight
- Common language between business, data, and legal teams
- More informed, future-ready approach to innovation
By investing early in the foundations of responsible AI, the fund has positioned itself to deliver smarter, more responsive services – while staying true to its regulatory responsibilities and member-first mission.
Why it matters
In highly regulated, member-first industries like superannuation and financial services, responsible innovation is critical.
This work shows how clear governance, proportionate risk controls, and cross-functional alignment can create the confidence needed to move forward with AI – safely and transparently.
With the right guardrails, AI can move beyond a technical tool to become a trusted driver of better outcomes and long-term value for organisations and the people they serve.