BMO deploys AI agent to speed credit card call prep by 20–30%
BMO launched AI Agent Assist on November 6, 2026, to streamline credit card transaction inquiries at its Canadian Virtual Connect contact centre. The tool aims to cut resolution time for eligible calls by 20–30% and automate about 40% of eligible refund requests, processing up to 500,000 calls annually. Each call currently takes 12–14 minutes, and the AI focuses on internal case…
Key points
- AI Agent Assist cuts call prep time by 20–30% for eligible credit card inquiries, BMO says
- Tool automates 40% of eligible refund requests, handling 500,000+ annual calls at Virtual Connect
- Human-in-the-loop design keeps agents responsible for final decisions, not the AI
The system uses AI for transaction matching and policy retrieval but keeps human agents in control of final decisions. BMO’s Greg Brown, Head of Enterprise AI Transformation, framed this as part of a broader strategy to scale AI across financial services with strict oversight. The bank targets $1 billion in AI-driven revenue, productivity, and efficiency gains by 2030, though this figure applies to its overall AI ambitions—not just AI Agent Assist. The pilot tests whether AI can improve service speed without compromising human accountability.
BMO Introduces Agentic AI Case Preparation for Credit Card Support
Unite.AI · 6 November 2026
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