It’s Monday morning. You’ve spent the weekend enjoying time with friends and family, but now it’s back to work. Usually, you’d allot time to go through your inbox and notes to review the past week and manage your priorities for the days ahead.
Only this Monday, you have access to artificial intelligence (AI) tools. With a single prompt, you can ask your personal AI agent to review your inbox to compile a list of outstanding items and must-dos in seconds. What once took a good part of your morning – and a heavy mental load – now nets out at a few minutes, tops.
That’s just one simple way someone might use AI at work, but the use cases are more expansive, presenting opportunities for Canadians to change how they work.
Artificial intelligence might be reshaping Canadian workplaces. But how do Canadian feel about it?
That’s what the 2026 TD AI Insights Report tried to find out. According to the survey results, nearly 80% of respondents said AI adoption in the workplace is inevitable.
Among those polled who already use AI at work, 59% said it makes them more productive in their role, and 58% said it gives them a competitive advantage compared to others who do similar jobs.
Yet, there remains a disconnect between those who feel confident with AI tools – and those who don’t.
Nearly one in three Canadians polled revealed they’ve overstated their AI abilities as expectations at work rise. Most respondents (75%) rated their AI skill level as a “C” or lower, with only 4% giving themselves an A.
“The AI future will reward curiosity, demand adaptability, and be shaped by people who never stop learning. AI has the power to transform how many Canadians work. What comes next is unlocking Canadians’ potential and equipping workers with the skills and confidence needed to leverage AI tools,” said Luke Gee, Senior Vice President, Chief Analytics and AI Officer at TD.
How can someone develop better AI skills?
To start developing better AI skills, whether at work, or in your personal life, AI professionals, such as those at Layer 6 (TD's AI research and development centre) recommend playing around with available tools. That could be a consumer app, like an AI chatbot on your smartphone, or an enterprise-wide tool available at work.
You could start simple, like prompting an AI chatbot to make you a meal plan based on your food preferences, and an accompanying grocery list. At work, try prompting it to summarize a complex document, prepare for a meeting, brainstorm or challenge an idea, or unearth research insights that would be hard to find on a simpler web search. Like most skills, the more practice you have, the more natural it will become.
"The future of work will require organizations to help people develop new skills as technology evolves," said Melanie Burns, Senior Executive Vice-President and Chief Human Resources Officer at TD Bank. "Those that prioritize learning and equip employees with the right tools and support will ensure their people thrive."
How are TD colleagues currently using AI?
At TD, the future of banking will not be defined by AI alone, but rather by how colleagues use it. That’s why TD is investing in the right supports – such as AI training programs, digital assistants and knowledge management systems, or chatbots – to help colleagues grow with confidence.
Currently, 48,651 TD colleagues have access to Microsoft Copilot, a generative AI tool integrated into several Microsoft programs. At the Bank, 98% of those with Microsoft Copilot are active users (used within the past two weeks), with an average daily adoption rate of 51%. What's the impact so far? The Bank has measured 350,000 hours of Microsoft Copilot assisting colleagues over a one-month period (June 22 to July 19, 2026).
Colleagues with Microsoft Copilot access are onboarded onto the tool with a dedicated training session and can also attend regular office hours to help build and sustain their AI skills.
To deepen their learning, colleagues can participate in self-paced AI training courses, including a foundational pathway about AI and generative AI foundations and responsible AI use.
TD developers, engineers, and data scientists, or those who build the backend of TD products and services, such as the TD App, website, and virtual assistants, also use AI to work simpler and faster.
AI tools have rolled out to all TD engineers and developers at the Bank, and 76% of these colleagues actively use GitHub Copilot, a generative AI tool for coding. The tool's capabilities are becoming increasingly advanced, supporting the full software development lifecycle from design and coding to testing and delivery across user interfaces, services, data, and infrastructure, and with adoption expanding across users and teams.
To measure impact, the team looks at a metric called Pull Request Throughput, or a measure of how much code is being developed by active users at the Bank. This has increased by 80% year-over-year (from 2025 to 2026), aided by GitHub Copilot.
These TD colleagues get additional training, too, to help them stay up to date on innovations in the AI field. For instance, TD rolled out online DataCamp courses for AI and data science colleagues to learn more about data analytics, machine learning, and more through 98 skill tracks and 28 career paths.
Two-thirds of eligible TD colleagues – primarily developers, engineers, and data scientists – voluntarily participate in these programs. Between April 1 and July 30, 2026, they completed 4,600 hours of training. These employees can also participate in an internal upskilling competition to see who could take the most courses, such as “AI Engineer for Data Scientists” and “Multi-Modal Systems with the OpenAI API."
Frontline colleagues, or those who regularly interact with clients, also use AI tools to work more efficiently and can leverage purpose-built AI solutions to better serve clients, too.
How do frontline TD colleagues use AI?
In TD branches
When a client enters a TD branch with a complex question, colleagues can now more quickly provide an answer using the TD Branch Banking Virtual Assistant. It’s a generative AI tool that helps colleagues reference policies, procedures, and internal documents to help them answer client questions more quickly.
“A question that could have taken several minutes to resolve can now take a matter of seconds,” Gee says. “We’re providing support faster than we ever have. Our colleagues are more confident, and I hope that’s being felt by our clients too.”
In TD contact centres
Inside the Bank’s North American Customer Operations (NACO) team, contact centre colleagues field nearly 56 million calls per year. A generative AI virtual assistant (internally referred to as NACO GPT) launched within NACO last year, helps these colleagues answer client questions more quickly during calls.
The NACO GPT tool has been rolled out to more than 3,600 front-line colleagues. On average, NACO GPT supports about 265,000 conversations each month. So far in fiscal 2026 (or since November 1, 2025 until July 31, 2026) calls to second-level support have gone down almost 30%, which means more colleagues are getting the answers they need, right when they need them.
“That's a meaningful difference for someone who just wants to sort out a charge on their statement or confirm a payment date,” Gee said. “The colleague can stay focused on the client as the information work happens in the background.”
For TD Wealth
The TD Wealth Virtual Assistant is a generative AI-powered chatbot designed to help TD Wealth colleagues quickly look up processes, procedures, and information. That means colleagues can spend less time searching for information and contacting a support centre for help with complex questions, and more time providing personalized advice and deepening their relationships with clients. The TD Wealth Virtual Assistant delivers answers in seven seconds, versus an average of seven minutes per support call.
Within TD Wealth, 75% of intended colleagues (or colleagues who have a reason to use the tool) have used the Wealth Virtual Assistant. Since launching in October 2025, 51,000 interactions have been made with the TD Wealth Virtual Assistant.
Visit the TD Stories Innovation & AI section to learn more about how TD is reimagining the banking experience.
About the 2026 TD AI Insights Report
The 2026 TD AI Insights Report was completed by Ipsos and conducted between February 17 and 23, on behalf of TD. For this survey, a sample of 2,501 Canadians aged 18+ was interviewed. Weighting was then employed to balance demographics to ensure that the sample's composition reflects that of the adult population according to Census data and to provide results intended to approximate the sample universe. The precision of Ipsos online polls is measured using a credibility interval. In this case, the poll is accurate to within ±2.4 percentage points, 19 times out of 20, had all Canadian adults been polled. The credibility interval will be wider among subsets of the population. All sample surveys and polls may be subject to other sources of error, including, but not limited to coverage error, and measurement error.
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