M&T Bank has taken a significant step forward in its digital transformation by deploying artificial intelligence (AI) copilots to more than 15,000 employees. This move is part of the bank's efforts to modernize its internal operations and customer service, leveraging AI to analyze call-centre conversations, draft reports, generate code, identify customer needs, and flag portfolio risks.
The bank's use of AI falls under several key areas, including risk management, software development, and customer service. For instance, AI-powered tools are being used to analyze customer calls, helping to identify trends and patterns that may indicate potential issues with customers' accounts. Additionally, AI-assisted software development is allowing M&T Bank to create more efficient and effective solutions for its employees.
As part of the bank's broader technology overhaul, M&T has been looking at various ways to apply AI in a way that benefits both business operations and customer experience. By leveraging AI copilots like these, the bank hopes to improve productivity, reduce errors, and enhance the overall quality of service it provides to its customers.