Bank of Ireland scales up AI across the Group

  • AI speeding up card services and helping customers identify millions in tax savings
  • AI technology assesses c2.9 million transactions every day for fraud
  • Almost 7,000 have now completed training in Copilot

21 October 2026: Bank of Ireland is accelerating its use of artificial intelligence (AI), with the technology now helping teams work more efficiently, speeding up card services, strengthening fraud detection, and powering new tools for customers.

  • Everyday banking / Card services – AI is significantly improving the handling of chargebacks, the process used when a customer disputes a card transaction. Over four in five cases are now closed in three days.
  • Financial wellbeing tools – Bank of Ireland’s ‘Benefits Finder’ tool uses AI to help customer identify potential tax savings they may be entitled to. The tool has been used 31,000 times, identifying €55m in potential tax refunds to consumers.
  • Fraud – AI-powered scam detection technology is now assessing c2.9 million customer transactions every day, 365 days a year, for fraud.
  • Upskilling – Almost 7,000 colleagues have completed training on the use of Microsoft Copilot as part of a major roll out across the Bank. Some have completed specialist learning with UCD and the Cambridge Spark AI programme.
  • Efficiency – Colleagues across the Bank are using Microsoft Copilot for everyday tasks including research and summarising information, helping reduce time spent on routine work and creating more capacity for higher-value activities. On average, Bank of Ireland’s Copilot users are saving approximately 30 minutes per day.

Bank of Ireland’s AI Centre of Excellence acts as the central hub for AI across the Group. It identifies and prioritises the most valuable AI opportunities, ensures AI is applied responsibly, and that all uses are delivered on a secure, scalable and well-governed platform.

Prag Sharma, Chief AI Officer, Bank of Ireland commented: “As we accelerate our use of AI, we are moving beyond individual use cases and building the capability to use the technology at scale across the Bank.

“Our company-wide rollout of AI tools and training is helping colleagues spend less time on routine tasks, speeding up services for customers and strengthening areas such as fraud prevention. It is also cutting through processes in a range of ways, helping us serve customers faster, better, and offer them more value.

“The important thing for us is applying AI where it can make a genuine difference. Working with the business teams, our AI Centre of Excellence is helping us identify those opportunities and turn them into practical solutions for customers and colleagues.”

Bank of Ireland’s use of AI is also benefiting customers and colleagues across other areas of the bank. Use of AI in the Contact Centre has reduced call transfers by more than 40% as customers are connected with the help they need, better and faster. 127 million AI-powered spending insights were delivered to customers last year providing better control over their finances.

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