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Title
Banco Ciudad builds 10 AI agents in six months with Microsoft 365 Copilot and Copilot Studio
…gents developed in 6 months 90% internal approval rating for AI agents deployed 10 AI agents developed in Microsoft Copilot Studio in six months With over one million customers and a strong presence in Buenos Aires, Banco Ci…
Description
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.
…, and Azure to automate tasks, develop AI agents, and improve customer service. The bank freed up 2,400 hours annually, allowing employees to focus on higher-value tasks, without the need to downsize. In addition, it saved USD14,500 per month in its Call Center and projects a tot…
…rly 900 hours and USD6,400 saved monthly. Internal satisfaction has also grown: 90% of employees approve of the AI agents used for credit card and loan processes. "Today, with the same team and more solutions, we’re generating a return se…
Company
Banco de la Ciudad de Buenos Aires
…gio Cuenca, Head of Cloud Services, Banco Ciudad Discover more details CUSTOMER Banco de la Ciudad de Buenos Aires PRODUCTS Microsoft 365 Copilot Microsoft Copilot Studio Azure Azure AI Foundry…
Industry
Financial Services
…rosoft Unified ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Argentina BUSINESS NEED Artificial Intelligence INDUSTRY Share the story Take the next step Fuel innovation with Microsoft /h2> "> Fuel…
Problem
Banco Ciudad sought to modernize, optimize its productivity, and strengthen its operational resilience in a complex economic context in Argentina.
…e details Explore related stories Contact Sales Contact Sales Executive summary Banco Ciudad sought to modernize, optimize its productivity, and strengthen its operational resilience in a complex economic context in Argentina. The entity implemented Microsoft 365 Copilot, Copilot Studio, and Azure to auto…
Implementation approach
Banco Ciudad began with a pilot program of 1,000 Microsoft 365 Copilot licenses, backed by strong executive sponsorship and a multidisciplinary team spanning Technology, Asset Protection, Customer Experience, Internal Communications and Training. After a successful first phase, the bank doubled down on AI before year-end, building over ten AI agents in Copilot Studio within six months with plans to double that number.
…34; says Matías Venutolo, Head of the AI Center of Excellence at Banco Ciudad. “We started with a pilot of 1,000 licenses and built a multidisciplinary team. As users discovered the value of Copilot, interest grew. Today, the tool has sp…
…agents to automate tasks such as PDF text extraction and employee training—and plans to double that number to further scale impact. “We defined a clear strategy with Microsoft 365 Copilot to improve productivity…
Onboarding approach
As users discovered the value of Copilot, interest grew and the tool spread throughout the bank, with employees continuing to request to join the project. Far from implying job cuts, automation opened new opportunities for training and task reassignment, such as redirecting staff from manual call listening to more strategic analysis and service guidance.
…The AI Center of Excellence estimates a potential monthly impact of USD75,000. Far from implying job cuts, automation has opened new opportunities for training and task reassignment. “We automated processes like manual call listening, allowing teams to focus on…
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.
…ter and projects a total impact of USD75,000 per month with AI. READ THE STORY “We defined a clear strategy with Microsoft 365 Copilot to improve productivity, incorporated Copilot Studio to develop specific agents, and scaled with solutions on Microsoft Azure. This structure allowed us to deploy a well-organized and effective roadmap to i…
…monthly customer interactions—whether through IVR or chatbot. At the same time, Azure Machine Learning is used to optimize ticket processing by automatically extracting data from receipts via OCR. These innovations have also strengthened the bank’s marketing strategy and deep…
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.
…t analysis in the call center alone saves us 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,” says Matías Venutolo. Additional benefits include a reduction of four questio…
…automating repetitive tasks,” says Matías Venutolo. Additional benefits include a reduction of four questions per average customer interaction and 30 seconds less per call—translating to nearly 900 hours and USD6,400 saved monthly. Internal satisfaction has also grown: 90% of employees approve of the AI agents…
Technology
Microsoft 365 Copilot, Microsoft Copilot Studio, Azure AI Foundry, Azure Machine Learning, Azure AI Services, Microsoft Teams, Microsoft Fabric
…udad Discover more details CUSTOMER Banco de la Ciudad de Buenos Aires PRODUCTS Microsoft 365 Copilot Microsoft Copilot Studio Azure Azure AI Foundry Azure Machine Learning Microsoft Teams Microsoft Fabric Azure AI Services SERVICES AND SUPPORT Microsoft Unified ORGANIZATION SIZE 1,000-9,999 employees…
Deployment model
Cloud
…prove productivity, incorporated Copilot Studio to develop specific agents, and scaled with solutions on Microsoft Azure. This structure allowed us to deploy a well-organized and effective roadmap to…
Deployment options
cloud
…prove productivity, incorporated Copilot Studio to develop specific agents, and scaled with solutions on Microsoft Azure. This structure allowed us to deploy a well-organized and effective roadmap to…
AI capabilities
Generative AI, Conversational AI, Natural Language Processing, Document Intelligence
…s is already delivering tangible benefits. With the help of Azure AI Services , Banco Ciudad performs sentiment analysis on over 70,000 monthly customer interactions—whether through IVR or chatbot. At the same time, Azure Machine Learning is used to optimize ticket processing…
Country
Argentina
…SERVICES AND SUPPORT Microsoft Unified ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Argentina BUSINESS NEED Artificial Intelligence INDUSTRY Share the story Take the next st…
Region
South America
…SERVICES AND SUPPORT Microsoft Unified ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Argentina BUSINESS NEED Artificial Intelligence INDUSTRY Share the story Take the next st…
