M&T Bank expands enterprise AI to 15,000 employees
US regional bank M&T Bank deploys Microsoft Copilot to over 15,000 employees and advances its major technology overhaul since 2018.
Stock photo for illustration only, not from the actual event
- M&T Bank deploys AI copilots to more than 15,000 corporate employees
- Call-centre conversation summaries save about six minutes per call
- Technology spending exceeded $1.2 billion in the year 2025
M&T Bank, a US regional bank, has deployed AI copilots to more than 15,000 employees as part of its ongoing integration of artificial intelligence into internal operations, customer service, software development, and risk management. The bank utilizes AI to analyze call-centre conversations, draft reports, generate code, identify customer needs, and flag portfolio risks, alongside exploring agentic AI applications for cybersecurity and fraud detection.
Before the broader rollout, M&T Bank initially restricted employee access to public large language models due to concerns that sensitive company information could be entered into public platforms. The bank subsequently evaluated enterprise providers and selected Microsoft Copilot, beginning with a pilot involving about 800 employees before expanding organization-wide. American Banker reported in September 2025 that 16,000 out of M&T's approximately 22,000 employees were already using Microsoft Copilot for tasks such as drafting emails and summarizing call logs.
Chief data officer Andrew Foster stated that utilizing generative AI to summarize call-centre interactions saves roughly six minutes per call. Meanwhile, software developers at the bank leverage GitLab tools to generate code, while employees remain strictly responsible for reviewing all AI-generated output. This human-review requirement is reinforced in the bank's 2026 Code of Business Conduct and Ethics, which mandates the use of approved AI tools and forbids entering confidential or regulated data into unauthorized systems.
Requiring continuous human oversight for AI-generated outputs highlights M&T Bank's cautious approach to balancing automation with risk mitigation. In highly regulated sectors like banking, establishing rigorous data governance and lineage frameworks is a vital prerequisite before deploying generative AI tools at scale.
Stock photo for illustration only, not from the actual event
The AI deployment follows a comprehensive technology overhaul that began in 2018. At that time, over half of the bank's technology specialists were external workers, whereas in-house technology staff now comprise 80% of the workforce. M&T currently employs about 2,000 technologists across more than 300 agile teams. Furthermore, the bank has replaced dozens of legacy platforms, reducing system outages by over 80% since 2018 and increasing annual technology spending to more than $1.2 billion in 2025, nearly triple its 2017 expenditure.
Source: AI News
Found something wrong in this article? Report an issue with this article
Comments
Leave a Comment