United StatesFinance and insurance2026 – ongoingM&T Bank
AI customer-service routing
M&T Bank reported 20% fewer call transfers with AI routing
Problem
Customer calls required transfers before reaching appropriate support.
Approach
M&T deployed vendor-embedded AI for customer routing. It reported fewer transfers and improved first-call resolution.
Results
20%reduction in call transfers reported by M&T
Takeaway
The bank did not disclose the comparison period.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
[1]M&T Bank16 Oct 2026
M&T attributes fewer transfers to better routing. It places this use under vendor-embedded AI.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026