Case Study: Scotiabank achieves real-time AI-driven engagement and cuts onboarding from 18 days to 8 minutes with Pegasystems

Scotiabank - Customer Case Study

Scotiabank, facing disruption from digital-native competitors and fintechs, needed to move beyond legacy systems to deliver 24/7, real-time, personalized banking. The challenge was to become far more agile—getting new products and offers to market faster, removing inefficiencies, and automating decision-making to meet customers’ changing needs.

Scotiabank built a "Digital Factory" using Pega’s Customer Decision Hub, Pega Marketing, Pega Customer Service, and the Pega Platform; AI evaluated customer data and delivered Next‑Best‑Action recommendations that learned from every interaction. Implemented in under two months, the solution enabled real-time personalization, opened commercial accounts in under 20 minutes, cut onboarding from 18 days to 8 minutes, reduced deployment time by ~50%, supported 11,000 agents, and processed more monthly data than in the bank’s prior 185-year history.

Scotiabank

Jim Saleh

Sr. Director, Process Automation COE