BMO Deploys Agentic AI for Credit Card Disputes, Targets 20%–30% Reduction in Handling Time
The bank says its AI Agent Assist tool pushes AI-driven transaction matching, policy retrieval and case preparation to staff for review, aiming to cut average handling time and auto-resolve about 40% of eligible refund requests.
BMO Rolls Out Agentic AI for Card Disputes
Bank of Montreal (BMO) announced on November 6, 2026 that it has internally launched an agentic AI tool called AI Agent Assist for customer service staff handling credit card transaction disputes. According to the bank, its Virtual Connect call center receives more than 500,000 credit-card transaction-related calls from Canadian customers each year, with an average handling time of 12 to 14 minutes per call.
BMO said the tool delivers AI-driven transaction matching, policy retrieval and case preparation directly to employees for review, with the goal of reducing average handling time by 20% to 30% and automatically completing processing for about 40% of eligible refund requests. Where conditions are met, customers could receive refunds as soon as the same day.
The bank emphasized that the tool is designed around a "human-in-the-loop" principle, with key decisions still subject to human oversight. This approach echoes research conducted by PYMNTS Intelligence in collaboration with JPMorgan: the share of surveyed finance departments using generative AI to manage cash flow rose from 16% in 2025 to 80% in 2026, while the proportion allowing AI to execute autonomously edged down from 6% to 5% over the same period.
Source: https://www.pymnts.com/news/artificial-intelligence/2026/bmo-turns-to-agentic-ai-to-resolve-card-issues/
Provenance & status
- Byline
- OceanAlt Editorial
- First published
- 2026-11-08
- Last updated
- 2026-11-08
- Content type
- Newsflash
- Source material
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