BMO opens Agent Assist for employee-reviewed credit card support cases
BMO’s new AI Agent Assist system prepares transaction matches, policy guidance, and cases for employee review, with the bank targeting a 20–30% reduction in resolution time for eligible credit card inquiries.
AT A GLANCE
Key points
- AI Agent Assist prepares transaction matches, policy guidance, and cases for employees.
- BMO targets a 20–30% reduction in resolution time for eligible inquiries.
- Employees remain accountable for reviewing AI output and making service decisions.
What is changing?
BMO has introduced AI Agent Assist for employees handling credit card transaction calls at its Virtual Connect contact centre in Canada. The system brings transaction matching, relevant policy retrieval, and case preparation into one workflow for employee review.
The bank says it receives more than 500,000 of these calls each year and that current resolution time averages 12–14 minutes. BMO aims to reduce resolution time by 20–30% for eligible inquiries and automatically process about 40% of eligible credit refund requests. Some qualifying credits could be completed on the same day.
AI Agent Assist does not make final service decisions on its own. BMO says employees remain accountable for reviewing AI-generated information and making the appropriate decision, and that the system was designed around a human-in-the-loop principle.
Explore the original sources
Source date: 6 November 2026.
Published by AI Radar: 6 Nov 2026, 22:17 (Istanbul, UTC+3).
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