Banco Hipotecario Deploys Microsoft AI Agents for Enhanced Services

Argentine bank Banco Hipotecario has implemented two AI agents using Microsoft's Copilot Studio to enhance employee and customer services. The agents, MAIA and DynaBot, were developed after a two-year migration from on-premises deployment of Dynamics 365 to Dynamics 365 Online.

The bank began its cloud migration in 2023 and went live with Dynamics 365 Sales and Customer Service in 2025. With the new setup, Banco Hipotecario has seen significant improvements in Net Promoter Score (NPS), increasing by 114% between June and September 2025.

MAIA, launched in 2025, provides instant access to operational and IT information, product details, and internal knowledge for bank employees. This replaced the need for submitting IT helpdesk tickets and waiting days for information. MAIA automates information and tasks, bringing everything together into one channel.

DynaBot is being prepared for launch and aims to capture customer information and automatically create incidents in Dataverse. Internal tests have shown DynaBot can reduce average case-creation times by 80% compared with manual processes.