Case Study: BMO achieves faster, more personal digital banking support with Agent IQ

Heightened customer expectations fuel banking innovation

Bank of Montreal (BMO), a major US bank, faced the challenge of meeting heightened customer expectations for real-time, personalized digital banking support. Their traditional service channels were insufficient, leading to delays. Partnering with Agent IQ, BMO aimed to transform its customer experience by blending AI efficiency with human banker assistance.

Agent IQ implemented its Lynq platform to provide AI-powered self-service that could handle routine inquiries while seamlessly escalating complex issues to human bankers. This solution successfully managed over 580,000 customer interactions, with more than 50% resolved without human intervention. The platform proved critical during BMO's acquisition of Bank of the West, handling a 30x surge in volume and resolving 54% of inquiries through self-service, which significantly improved customer experience and reduced call center wait times.

BMO

Brianna Elsass

VP & Head of US Digital Servicing & Technology