BMO Launches AI Agent Assist for Credit Card Issues

The in-house tool helps employees resolve credit card transaction inquiries faster while keeping a human in the loop.

Updated on Nov. 6, 2026 in Artificial Intelligence

BMO Launches AI Agent Assist for Credit Card Issues

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Do you trust bank AI customer service to resolve your card disputes fairly?

BMO announced AI Agent Assist on Friday, November 6, a tool designed for in-house use by its employees to help resolve credit card transaction issues. The bank says the system brings AI-enabled transaction matching, policy retrieval and case preparation to workers for review.

Why it matters

BMO's Virtual Connect contact centre receives more than 500,000 calls each year from Canadian clients about credit card transactions, and each call currently takes 12 to 14 minutes to resolve. The tool is intended to ease that workload while BMO retains human oversight of decisions.

AI Agent Assist brings transaction matching, policy retrieval and case preparation to workers for review, and BMO targets a 20% to 30% reduction in time spent resolving client inquiries. Results from the rollout have not yet been reported.

The players

BMO (Bank of Montreal)

A major Canadian bank headquartered in Toronto that is deploying the tool across its Virtual Connect contact centre.

The details

AI Agent Assist uses agentic AI to help workers spend less time navigating systems while assisting clients. BMO designed the tool around a human-in-the-loop principle, so employees review the system's work before outcomes are finalized.

November 6: BMO announces AI Agent Assist.

Tech Race

PYMNTS Intelligence reports generative AI use for cash flow management rose from 16% in 2025 to 80% in 2026, while agentic AI use dipped from 6% to 5% over the same period. BMO's launch of an agentic tool therefore runs against that broader movement toward generative systems.

In qualifying inquiries, clients could receive their credit as soon as the same day, and BMO expects about 40% of eligible credit refund requests to be processed automatically. These outcomes depend on the tool performing as targeted.

The takeaway

Customers with credit card disputes may see faster resolutions as banks shift routine case work to AI tools, but human review remains part of the process.