M&T Bank Deploys AI Assistant for Over 15,000 Employees in Customer Service and Risk Management

M&T Bank, a regional U.S. lender, has rolled out AI assistants to more than 15,000 employees. The artificial intelligence system handles customer service, internal operations, software development, and risk management. It analyzes call center conversations, drafts reports, generates code, identifies customer needs, and flags portfolio risks. Andrew Foster, the bank's chief data officer, said the generative AI used to summarize customer service calls saves about 6 minutes per interaction. Developers use GitLab's code generation tools, but employees must still review AI outputs for accuracy. The deployment builds on a technology transformation that began in 2018. M&T's tech spending surpassed $1.2 billion in 2025. The bank is also exploring autonomous AI applications in cybersecurity and fraud detection.