M&T Bank Unveils Enhanced Enterprise AI Following Major Technology Overhaul

M&T Bank is redefining the landscape of banking with its ambitious rollout of AI copilots across its workforce. With over 15,000 employees now benefiting from this cutting-edge technology, the bank is transforming its internal operations and enhancing customer engagement in exciting ways. Imagine a world where call center conversations are effortlessly analyzed, software is coded in a fraction of the time, and risk management becomes not just efficient but almost intuitive. Welcome to M&T Bank’s AI-driven future, where technology meets human expertise.

Embracing AI for Enhanced Service

At the heart of M&T’s strategy is a commitment to leveraging AI across various core functions. The bank has harnessed AI to analyze call centers, draft essential reports, craft software code, and even pinpoint customer needs. Notably, M&T is also exploring agentic AI applications for cybersecurity and fraud detection, ensuring a comprehensive approach to service and security.

According to recent reports, around 16,000 of M&T’s 22,000 employees are actively using Microsoft Copilot. This tool streamlines a range of tasks—from drafting emails to summarizing extensive call center dialogues.

Before the full-scale deployment, M&T took a cautious approach by initially limiting access to public large language models. Andrew Foster, the bank’s Chief Data Officer, expressed concerns about sensitive information entering unprotected systems. Consequently, M&T pivoted to enterprise solutions, selecting Microsoft Copilot through a pilot program involving 800 employees.

Thanks to generative AI, each call center conversation is summarized in around six minutes, significantly enhancing productivity. Additionally, developers at M&T utilize GitLab tools for coding support, reinforcing the principle that AI-generated work should always be subject to human review.

A Commitment to Ethical Standards

M&T’s stringent guidelines reflect its commitment to ethical AI usage. The bank’s 2026 Code of Business Conduct and Ethics emphasizes that employees must use approved tools and refrain from inputting sensitive information into unauthorized systems. This ensures that while AI enhances operations, human oversight remains paramount.

Establishing a Robust Technological Framework

M&T’s foray into AI is backed by a substantial technology overhaul that commenced in 2018. Previously, over half of its technology workforce was external contractors, but today, a staggering 80% consists of in-house specialists. The bank has bolstered its tech team to about 2,000 professionals across more than 300 agile teams, adding over 1,000 new hires throughout this transformative journey.

With the replacement of legacy platforms, M&T has seen a dramatic reduction in technology outages—down by over 80% since 2018. The volume of completed system upgrades has skyrocketed by 300%, underscoring the effectiveness of this investment. In 2025, M&T’s technology expenditure surpassed $1.2 billion, almost triple that of 2017.

As noted by Chief Information Officer Wisler, annual technology releases jumped from approximately 15,000 in 2018 to an impressive 65,000 by 2025. This robust growth not only showcases M&T’s commitment to technological advancement but also highlights its strategic focus on innovation.

Building Data Integrity

In tandem with technology enhancements, M&T has initiated a comprehensive data-lineage program under Foster’s leadership. This initiative tracks data from its source to its endpoint, providing valuable insights into usage and governance. While not directly a response to generative AI, it forms a foundational capability vital for understanding M&T’s intricate data ecosystem.

The bank has launched a Data Academy, attracting around 2,000 employees eager to enhance their data governance and analytical skills. Additionally, M&T’s internal resource, Edison, consolidates essential documents and policies, maintaining transparency and accessibility.

Using robust data-lineage software, M&T can trace information as it travels through databases and applications. This meticulous oversight ensures that data used with Copilot and other AI tools is reliable and properly governed.

Integrating AI in Everyday Banking

M&T is committed to seamlessly integrating generative AI into its daily operational workflows. Wisler outlines three key avenues for this integration: empowering employees with general AI tools, embedding capabilities within existing applications, and developing proprietary systems tailored to the bank’s specific data needs.

With over 1,800 applications running—many provided by third-party vendors—M&T actively identifies AI features already available in these systems. There’s also a focus on building proprietary AI solutions that address operational tasks, software development, fraud prevention, and cybersecurity.

As M&T evaluates both internal AI innovations and external tools, the bank’s early applications have expanded beyond drafting and summarization to include crucial services like risk assessment and fraud detection.

Learning from Industry Leaders

M&T’s approach is part of a larger trend among major U.S. banks embracing generative AI. For example, JPMorgan Chase launched its internal LLM Suite platform for over 200,000 employees, significantly boosting productivity. Similarly, Bank of America employs a generative AI system named EricaAssist, enabling its 18,000 customer service representatives to deliver exceptional service swiftly and efficiently.

The continued advancements in AI technology across the banking sector underscore a future where employees are empowered, customer engagement is personalized, and operational efficiencies reach new heights.

This transformation isn’t just about keeping pace with technology; it’s about recognizing the human touch in banking that makes all the difference. By embracing these innovations, M&T is paving the way for a customer-focused future where technology and human expertise work hand in hand.

If you’re curious about how M&T Bank’s AI journey could redefine your banking experience, stay tuned for more exciting updates and insights!