Meet Lumi Assistant: BMO’s award-winning AI tool empowering Team BMO
BMO recently marked a major milestone in its digital first strategy with the recent launch of Lumi Assistant. This new AI-powered tool brings speed and efficiency to a new level and simplifies access to policy and procedural information across Canadian Personal & Business Banking (P&BB).
Built with BMO employees and clients in mind, Lumi can instantly access critical information from over 8,000 Canadian P&BB policies, procedures, job aids, operations management guides, and standard operating procedures in both English and French. It can also summarize lengthy documents, answer specific questions, and offer actionable insights in real time and in a natural language. This means frontline employees are spending less time seeking procedure support and policy answers, and more time helping clients make real financial progress.
A collaborative effort driving innovative solutions
Lumi’s development has been a continuous, user-driven process. The ask started with the frontline team requesting new technologies to support their roles and Team BMO rose to the challenge, delivering an innovative solution.
In its infancy, Lumi began with supporting policies related to the Home Buying Transformation initiative as a proof-of-concept chatbot. Over time, the bot expanded its knowledge base to encompass policies and procedures across all of Canadian P&BB and creditor insurance. By integrating generative AI, the Journey Transformation Integration & Cost Optimization, Data & Analytics Centre of Excellence (DACOE), and Digital Core teams collaborated to create a seamless solution. The tool is limited to Policy and procedural information with no access to client information.
When the teams’ creation isn’t delivering results, it’s taking home awards! Lumi recently won “Best Use of Gen AI for Customer Experience – Canada” at the 2025 Digital Banker CX Awards and was named “Top Innovation in Finance – North America” by Global Finance’s Top Financial Innovations 2025.
Lumi will be an integral tool across the bank, which was brought to life by the intricate collaboration between the P&BB, T&O, Home Financing and Data & Analytics teams. Thank you and congratulations to everyone behind Lumi for their dedication and accelerating BMO’s presence in the digital transformation and innovation space.
“Lumi is more than a tool—it’s a reflection of how Team BMO listens, collaborates, and leads with purpose to empower our people and elevate the client experience.” said Curtis Murphy, Head of Journey Transformation, Integration and Cost Optimization.
“Lumi is a great example of the power of talent and technology coming together to enable transformation, and enable better employee experiences and smarter ways of working. Our early results show great promise for adoption and learnings for future AI development.”
– Lori Bieda
Chief Data & Analytics Officer, North American Personal and Business Banking.
