M&T Bank has taken a significant step forward in its transformation into an AI-powered financial institution with the deployment of artificial intelligence copilots to over 15,000 employees. As part of this effort, M&T is applying AI to internal operations, customer service, software development, and risk management.
The bank's use of AI involves the analysis of call-centre conversations, drafting reports, generating code, identifying customer needs, and flagging portfolio risks. According to Fast Company, which reported on the move, these tasks are now being handled by sophisticated AI models that are capable of performing complex analyses with speed and accuracy.
As M&T continues to expand its use of enterprise AI, it is also looking to integrate AI into its services for customers. This could include using AI-powered chatbots to handle routine queries and provide personalized support. The bank's decision to invest heavily in AI technology suggests a clear ambition to revolutionize the way it operates across all areas of business.