BMO leverages agentic AI to resolve credit card transaction issues

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BMO announced the launch of AI Agent Assist for employees, using agentic AI to help handle customers’ credit card transaction issues. The tool serves BMO’s Virtual Connect customer service center, with the goal of shortening query resolution times by 20% to 30% and automatically processing about 40% of eligible credit refund requests. Customers can receive the credit as soon as same day.