M&T Bank Expands Enterprise AI System for 15,000 Employees
The bank is saving significant time by summarizing call center conversations while enforcing mandatory human oversight under security rules.
Following years of technology transformation, M&T Bank has empowered its operations and customer service by integrating AI assistants for more than 15,000 employees.
AI Assistants Deployed
M&T Bank has rolled out artificial intelligence assistants to more than 15,000 employees, integrating the technology into internal operations, customer service, software development, and risk management.
Usage Across Various Fields
The bank utilizes artificial intelligence to analyze call center interactions, draft reports, generate code, identify customer needs, and detect portfolio risks.
Additionally, next-generation AI applications are being explored in the areas of cybersecurity and fraud detection.
Microsoft Copilot Chosen
Having initially restricted publicly available large language models due to data security concerns, the bank subsequently selected the Microsoft Copilot model on security grounds.
Bank Chief Data Officer Andrew Foster stated that generative AI summarizing call center conversations saves approximately six minutes per call.
Ethical Rules and Human Oversight
M&T Bank's 2026 Code of Business Conduct mandates human review for work generated by artificial intelligence and prohibits entering sensitive information into unapproved systems.
Transformation of Technology Infrastructure
This expansion was implemented following a major technology renewal process that began in 2018 and increased the in-house technology workforce to 80 percent.
The bank pursues its artificial intelligence strategy through three distinct paths: general employee usage, embedded application capabilities, and proprietary systems based on internal data.