Global Lessons from Morgan Stanley Wealth Management
AI for Work – From Concept to Competitive Advantage
Adaptive AI orchestration in financial services is no longer theoretical. Leading institutions are embedding AI directly into employee workflows to improve productivity and unlock institutional knowledge. At the same time, financial services organisations are under increasing pressure to scale faster, personalise more deeply, and empower employees with instant access to insight — all without increasing operational complexity.
Leading institutions are demonstrating what is possible when AI is applied pragmatically to real business challenges — not as an experiment, but as an embedded capability.
This is AI for Work: practical, embedded, and measurable.
Company Overview: Morgan Stanley Wealth Management
Morgan Stanley Wealth Management is one of the world’s leading financial advisory firms, serving individuals, families, and institutions worldwide.
With over 150,000 financial advisors, the organisation provides:
Personalised financial planning
Sophisticated investment strategies
Integrated banking solutions
Technology plays a central role in supporting advisors at scale. Today, more than 98% of advisor teams actively use the Morgan Stanley Assistant, reflecting broad adoption of AI as part of daily workflows.
The Challenge: When Legacy Processes Limit Scale
Despite its scale and digital maturity, Morgan Stanley faced operational constraints that limited its ability to continuously scale in the age of AI.
Key challenges included:
Time-Consuming Information Retrieval
Advisors spent hours manually searching through documents, with systems capable of answering only approximately 7,000 predefined questions.
Manual Summarisation of Research
Significant time was spent extracting insights from complex, data-dense research reports.
Limited Personalisation at Scale
Preparing tailored insights at the client or portfolio level was time-intensive and inconsistent.
These inefficiencies reduced productivity and limited the time advisors could spend engaging directly with clients.
The Solution: AI for Work with Adaptive AI Orchestration
By implementing AI for Work powered by Kore.ai, Morgan Stanley introduced adaptive AI orchestration across internal knowledge systems, research workflows, and advisory processes.
This enabled:
Secure GenAI access to a corpus of 100,000 documents
Natural-language interaction across complex internal systems
Intelligent task automation embedded into everyday workflows
Rather than replacing advisors, AI augmented their expertise and removed friction from daily tasks.
The Business Impact: Adoption, Productivity and Measurable Value
The results demonstrate how embedded AI can drive tangible outcomes:
Accurate GenAI-generated answers across 100,000 documents
Document accessibility increased from 20% to 80%
More than 98% active adoption among advisor teams
Forecasted savings of $26 million, driven by a 2% increase in financial advisor productivity
Increased time available for client engagement
Even modest productivity gains, when applied at scale, translate into significant business value.
AI That Works Where Work Happens
The value of AI lies in how seamlessly it integrates into daily work.
Morgan Stanley’s experience shows that when AI delivers immediate, reliable support within existing workflows, adoption follows – and measurable results emerge.
For financial institutions evaluating AI strategies, the lesson is clear: focus on practical deployment, strong adoption, and outcomes that enhance both employee productivity and client experience.
