At Bank of Montreal (BMO), the Virtual Connect Analytics and Performance Solutions team advances the bank’s contact centre operations through applied data science and AI. The unit delivers performance measurement, advanced analytics and strategic insight, working alongside business and technology leaders to convert complex operational data into decisions that shape digital channels and customer outcomes.
The team has introduced Copilot-enabled tools for frontline agents, reducing onboarding time and accelerating speed to proficiency. Integrated operational and coaching capabilities identify struggling agents early, isolating specific capability gaps and enabling targeted intervention.
Several manual processes tied to pipeline capture have been automated, improving visibility and data integrity. Natural language processing models analyse call transcripts to surface customer pain points and areas of friction, informing journey design and digital containment efforts.
Agents resolve queries faster and with greater consistency, while customers encounter shorter handling times and clearer guidance. Managers benefit from structured, data-led coaching, supporting a more uniform service standard across teams. For the wider business, improved data reliability and reduced manual workload release capacity for higher-value activity.
The next phase focuses on expanding AI-assisted call preparation, real-time guidance and coaching, with a redesigned, outcome-oriented agent scorecard. The team is also scaling speech and natural language processing (NLP) analytics to deepen understanding of customer intent and embed insight more directly into platform transformation, reinforcing a data-led approach to service delivery.
