BMO Using Agentic AI to Help Credit Card Clients Get Faster Answers and Resolutions

Financial Post · PR Newswire · 2026-11-06 13:05 UTC

New AI Agent Assist helps BMO employees provide faster answers to client credit card requests, targeting a reduction in call times of up to 30 per

- New AI Agent Assist helps BMO employees provide faster answers to client credit card requests, targeting a reduction in call times of up to 30 per cent.

TORONTO, Nov. 6, 2026 /CNW/ — BMO is introducing AI Agent Assist to help clients get faster answers and resolutions when they contact BMO’s Virtual Connect contact centre about their credit card transactions. Designed for internal use by employees, this new agentic AI capability brings relevant transaction information and guidance directly to team members, reducing time spent navigating systems and helping deliver a simpler, more consistent experience for BMO clients.

Each year, BMO’s Virtual Connect contact centre receives more than 500,000 calls from Canadian clients about credit card transactions, with each call currently taking an average of 12-14 minutes to resolve. With AI Agent Assist, BMO aims to reduce the time spent to resolve eligible client inquiries by 20-30 per cent for eligible calls and to process about 40 per cent of eligible credit refund requests automatically. As a result, in the case of qualifying inquiries clients could receive their credit as soon as the same day.

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