BMO Deploys AI Agent to Speed Credit Card Support

BMO has introduced a new artificial intelligence tool designed to shorten the time credit card customers spend waiting for help. The offering, called AI Agent Assist, is deployed within the bank's Virtual Connect contact centre, where clients reach out with questions about their card transactions.

Rather than replacing human staff, the system is positioned as support for them, surfacing information so that representatives can respond more quickly and resolve issues in fewer steps. The bank framed the launch around faster answers and better outcomes for customers who contact the centre.

The move places BMO among a growing group of lenders testing generative AI in customer service operations, where high volumes of routine inquiries can strain response times. Institutions have generally started with internal-facing tools, leaving final decisions with employees while using automation to handle research and summarisation of account details.

BMO did not disclose the cost of the deployment, the number of customers expected to be served, or a timeline for any broader rollout. The bank said the tool is aimed at questions tied to credit card transactions handled through Virtual Connect.