Introduction
BMO Financial Group is deploying generative AI to tackle a common banking problem: fragmented, complex internal knowledge that slows employees and risks inconsistent customer responses. Rather than public-facing chatbots, BMO focused on an internal solution that equips staff with fast, accurate guidance so they can serve clients more effectively.
Internal Innovation Drives External Value
The Gen AI Bot Solution
BMO built an in-house generative AI bot as a centralized, bilingual resource for employees seeking policy, process, and product information. Accessible across channels, the bot answers questions, summarizes documents, and routes complex cases to subject matter experts with a human-in-the-loop model that preserves judgement and accountability.
Core Capabilities
- Context-aware conversations that personalize responses based on role and prior interactions.
- Multi-format ingestion: policy PDFs, knowledge bases, and legacy system data are searchable and summarized.
- Enterprise-grade security and compliance controls that log interactions, limit data exposure, and support regulated workflows.
- Continuous learning that captures feedback from employees and expert reviewers to refine accuracy.
Benefits and the Customer Connection
The bot reduces time employees spend searching for information, lowers error rates, and streamlines routine tasks. Operational efficiency gains free frontline staff to focus on high-value customer conversations, underwriting, and advisory work. Faster, more consistent answers shorten call times, speed issue resolution, and improve trust. Strong compliance controls embedded in the tool also reduce regulatory risk while maintaining auditability.
The Future of AI in Banking at BMO
BMO plans to scale the bot to more teams, expand capabilities to handle more complex workflows, and integrate deeper with core banking systems for transaction-level context. Positioned as a foundation technology, the internal Gen AI will enable new productivity use cases and support a more knowledgeable workforce that delivers superior client experiences.
