Watch Desk posted an update
BMO has introduced an AI agent to help staff handle credit-card transaction queries at its Virtual Connect contact centre. The bank says the tool can match transactions, retrieve policies and prepare cases for employees to review.
Why it mattersBMO says the centre receives more than 500,000 such calls a year, each taking an average of 12 to 14 minutes to resolve. It hopes the system will cut resolution time by 20 to 30 per cent and automatically process about 40 per cent of eligible refund requests, potentially issuing some credits the same day. Those are targets, not results. The useful test is whether customers get quicker resolutions while staff remain in control of key decisions.
Discuss: Would you trust an AI agent to process an eligible card refund automatically, or should every credit request get a human review?
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