Banco Ciudad builds 10 AI agents in six months with Microsoft 365 Copilot and Copilot Studio
Banco de la Ciudad de Buenos Aires · Argentina
Banco de la Ciudad de Buenos Aires (Banco Ciudad) established an AI Center of Excellence and deployed Microsoft 365 Copilot, Copilot Studio and Azure AI Services to automate tasks and build AI agents. Starting from a pilot of 1,000 Copilot licenses, the bank built over 10 AI agents in Copilot Studio within six months to automate tasks like PDF text extraction and employee training. The bank freed up 2,400 hours annually, saved USD14,500 per month via call-center sentiment analysis on 70,000+ monthly interactions, and projects a total AI impact of USD75,000 per month, with a 90% internal approval rating for deployed AI agents, achieved without headcount reduction.
Overview
Banco de la Ciudad de Buenos Aires (Banco Ciudad) established an AI Center of Excellence and deployed Microsoft 365 Copilot, Copilot Studio and Azure AI Services to automate tasks and build AI agents. Starting from a pilot of 1,000 Copilot licenses, the bank built over 10 AI agents in Copilot Studio within six months to automate tasks like PDF text extraction and employee training. The bank freed up 2,400 hours annually, saved USD14,500 per month via call-center sentiment analysis on 70,000+ monthly interactions, and projects a total AI impact of USD75,000 per month, with a 90% internal approval rating for deployed AI agents, achieved without headcount reduction.
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Inspect the highlighted sourceThe challenge
Banco Ciudad sought to modernize, optimize its productivity, and strengthen its operational resilience in a complex economic context in Argentina.
The solution
Banco Ciudad established an AI Center of Excellence and defined a strategy using Microsoft 365 Copilot to improve productivity, incorporated Copilot Studio to develop specific agents, and scaled with solutions on Microsoft Azure. With the help of Azure AI Services, the bank performs sentiment analysis on over 70,000 monthly customer interactions via IVR or chatbot, while Azure Machine Learning is used to optimize ticket processing by automatically extracting data from receipts via OCR. Copilot Studio apps were published into Microsoft Teams, and APIs configured in Azure let staff query data directly, using code available on Microsoft's documentation pages.
Reported business value
With Microsoft 365 Copilot, the bank redirected the equivalent of 2,400 hours annually toward higher-value tasks. Sentiment analysis in the call center alone saves more than USD14,500 per month, and each AI agent created in Copilot Studio contributes between USD1,000 and USD1,500 monthly by automating repetitive tasks. A reduction of four questions per average customer interaction and 30 seconds less per call translates to nearly 900 hours and USD6,400 saved monthly. The AI Center of Excellence estimates a potential monthly impact of USD75,000, and 90% of employees approve of the AI agents used for credit card and loan processes — achieved without headcount reduction.
Sources
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