Prime Highlights
- M&T Bank extends AI copilots to over 15,000 employees, with Microsoft Copilot saving about six minutes per call.
- Technology outages fall more than 80% and annual system upgrades grow 300% since the bank’s 2018 overhaul began.
Key Facts
- M&T Bank strengthens enterprise AI across operations, customer service, and risk management.
- Technology spending reaches $1.2 billion, nearly triple 2017 levels.
Background
M&T Bank has widened its enterprise AI programme, extending AI copilot access to more than 15,000 employees following years of technology investment. The US regional bank now applies AI across internal operations, customer service, software development, and risk management, according to Fast Company.
The bank relies on AI to review call-centre conversations, draft reports, write code, spot customer needs, and flag portfolio risks. M&T is also examining agentic AI uses in cybersecurity and fraud detection.
American Banker reported that 16,000 of the bank’s roughly 22,000 employees already rely on Microsoft Copilot for tasks such as drafting emails and reports and summarising call-centre conversations.
M&T made data security a top priority when assessing enterprise AI providers, settling on Microsoft Copilot and trialling it with 800 employees before a bank-wide rollout. Chief data officer Andrew Foster pointed out that using generative AI to summarise call-centre conversations shaves about six minutes off every call.
The bank’s technology overhaul, launched in 2018, has considerably reinforced its systems. Bank technology outages dropped more than 80%. Annual system upgrades rose 300% during the same period.
The bank’s technology budget reached $1.2 billion in 2025. That marked close to three times its 2017 spending. Annual technology releases also grew, moving from near 15,000 to 65,000.
A dependable data base now backs the bank’s operations, built through a data lineage effort, a Data Academy dedicated to growing staff skills, and an internal repository named Edison. Other big US lenders, JPMorganChase and Bank of America among them, have also broadened their generative AI use across employees.
