ArgentinaFinance and insurance2024 – ongoingBanco Ciudad de Buenos Aires
Microsoft 365 Copilot and AI agents
Banco Ciudad builds 10 AI agents in 6 months and reports 2,400 hours redirected a year
Problem
The Buenos Aires city bank serves over one million customers and handles over 70,000 customer interactions a month. Staff spent time on repetitive tasks.
Approach
It piloted 1,000 Copilot licenses, then expanded. It built agents with Copilot Studio, added Teams queries, and used Azure AI for sentiment analysis and receipt data extraction.
Results
Takeaway
The bank reports 2,400 hours redirected annually and 90% internal approval of its agents. It projects monthly savings of USD 75,000.
Categories
- Industry
- Finance and insurance
- Business function
- Internal work and knowledge managementCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Vendor solution
- Evidence
- Vendor's case study
Sources
Source summaries
Microsoft describes how the bank rolled out Copilot and built agents. It reports 2,400 hours redirected annually, projected monthly savings of USD 75,000 and monthly savings of USD 14,500 from call center sentiment analysis.
Full details are in the original sources.
