KPMG expands AI tools across 6,000-plus business support staff

KPMG is pushing artificial intelligence into the work that keeps the firm running behind the scenes, and the scale is no longer modest. The firm says more than 6,000 business support services professionals now sit inside an operating model built around 120-plus AI tools, with 95% of employees and partners trained on AI and 400-plus courses actively delivering AI learning.

The message for KPMG’s internal workforce is clear: support functions are not being left on the sidelines of the firm’s technology overhaul. Business Support Services spans communications, marketing, human resources, finance and accounting, KPMG Business School and technology, which makes it the kind of internal engine room where routine work is most exposed to automation and where the remaining work can become more analytical, supervisory and process-focused.

KPMG says its AI tools are designed to free up time for critical thinking and problem-solving, and the usage numbers suggest the tools are already embedded in daily work. The firm says it has recorded 5.9 million-plus KPMG aIQ chat prompts, monthly usage of GPT tools doubled last fiscal year, and 64% of employees use Microsoft Copilot on a regular basis. Copilot has been released to employees, partners and eligible contractors, moving the program beyond pilots and into broad internal use.

That shift matters in back-office roles where the work has traditionally depended on volume, repetition and compliance. In HR, finance, learning and technology support, the job increasingly includes checking AI outputs, redesigning workflows, deciding when a tool should be used and escalating exceptions that still require human judgment. For employees trying to stay ahead, the value is less in mastering one system than in learning how to manage multiple tools, interpret data and supervise AI-assisted processes without losing control of quality or ethics.

The company’s own timeline shows how quickly it moved. In May 2023, KPMG LLP announced a generative AI initiative to deploy AI investments and alliances to empower its workforce and reimagine how the 125-year-old firm operates. By July 2023, KPMG said professionals would pilot Microsoft 365 Copilot and Azure OpenAI Service with select business groups across the global organization. Since then, the firm has added KPMG Workbench, which it describes as a multi-agent AI platform, and in October 2025 it launched Global Business Services with KPMG Velocity, aimed at streamlining corporate functions including finance, procurement, human resources and IT. For KPMG’s support staff, the hidden story is not simple automation. It is a redefinition of what internal work is worth doing by hand, and what now sits inside an AI-enabled operating model.