AI chatbots in banking are conversational assistants that let customers check balances, move money, dispute charges and get explanations in natural language, by text or voice. Every one of the ten largest US commercial banks runs one, the CFPB found in 2023. The best documented are Bank of America's Erica, with more than 3.2 billion interactions since 2018, Wells Fargo's Fargo and Capital One's Eno. No chatbot-specific banking rule exists: consumer law, third-party risk guidance and state disclosure laws apply.
Deployed assistants
Which banks have deployed AI chatbots and virtual assistants?
The banks' own newsrooms document at least 8 named customer-facing assistants among the largest US banks. Bank of America's Erica (2018) is the most used, with more than 3.2 billion client interactions; Wells Fargo's Fargo (2023) passed 1 billion in under three years; Capital One's Eno dates from 2017 and its agentic Chat Concierge from 2025; U.S. Bank, Truist, Fifth Third and Citizens run their own. The table gives the launch year and the usage figures each bank has published, with the source.
| Assistant | Bank | Launched | What it does | Published usage | Source |
|---|---|---|---|---|---|
| Erica | Bank of America | 2018 | AI virtual financial assistant in the mobile app: answers client questions from a library of more than 700 responses, sends proactive personalised insights and schedules appointments; also guides Merrill clients on investment topics. | More than 3.2 billion client interactions since launch; 20.6 million users interacted nearly 700 million times in 2025. | Bank of America newsroom, Mar 10, 2026 ↗ |
| Fargo | Wells Fargo | 2023 | AI-powered virtual assistant in the Wells Fargo Mobile app, built with Google Cloud AI: Zelle payments, bill pay, routing numbers, spending and balance insights, in English and Spanish. | More than 1 billion interactions in under three years; more than 3 million Spanish-speaking customers, over 160 million interactions. | Wells Fargo newsroom, Mar 26, 2026 ↗ |
| Eno | Capital One | 2017 | Capital One's assistant, unveiled at SXSW 2017 as a text-message bot with in-house natural-language processing; now in the mobile app, by text and email, in notifications and online from a computer, where it answers account questions and flags charges that might surprise customers. | No interaction total published. Capital One said in 2018 that Eno understood more than 2,200 terms and emojis customers use to ask for a balance. | Capital One Tech, Sep 26, 2018 ↗ |
| Chat Concierge | Capital One | 2025 | Multi-agent assistant on car dealers' websites through Auto Navigator: compares vehicles, schedules test drives, hands buyers to sales staff. | No usage figures published by the bank. | Capital One Tech, Mar 5, 2025 ↗ |
| U.S. Bank Smart Assistant | U.S. Bancorp | 2020 | Voice-first assistant in the U.S. Bank Mobile App: customers speak or type requests such as sending money with Zelle. | No usage figures published in the launch announcement. | U.S. Bank, Jul 23, 2020 ↗ |
| Truist Assist | Truist Financial | 2022 | AI-enhanced virtual assistant in mobile and online banking using natural-language understanding, with a handoff to a contact-centre teammate. | Up to 440,000 conversations a month. | Truist investor relations, Dec 18, 2025 ↗ |
| Jeanie | Fifth Third Bancorp | Not stated in the bank's release | AI-powered banking assistant in the Fifth Third mobile app handling more than 150 banking needs through natural-language requests, including in Spanish. | Self-service containment up from 3% to 42% and intent-recognition accuracy from about 20% to about 90% since launch. | Fifth Third media center, Aug 12, 2026 ↗ |
| CiZi | Citizens Financial Group | Not stated on the bank's page | AI-powered assistant in the Citizens mobile app: answers questions, walks customers through tasks and completes certain transactions on their behalf. | No usage figures published by the bank on its product page. | Citizens, Mar 31, 2026 ↗ |
Only assistants the bank itself has named and described are listed, and only usage figures the bank has published. Internal assistants for employees are on the bank pages; agents that act for customers are covered in AI agents in banking.
Regulatory expectations
What do regulators expect of AI chatbots in banking?
No US banking rule is written for chatbots; the expectations come from consumer law applied to the channel. The CFPB's June 2023 issue spotlight found that all ten of the largest US commercial banks used chatbots and that about 37% of the US population interacted with a bank chatbot in 2022, and it warned that a chatbot that gives inaccurate information, fails to recognise a dispute or traps customers in 'doom loops' without a route to a human can violate federal consumer financial law. States are adding disclosure duties: Colorado's HB 26-1263 requires conversational AI services to say they are AI from January 1, 2027, New York's DFS already requires that of virtual-currency firms, and California's AB 1609 (signed September 28, 2026) bars large businesses from representing a customer-service chatbot as human and requires a route to a human agent within 15 minutes, from January 1, 2027.
| Rule | Authority | What it requires | Applies |
|---|---|---|---|
| CFPB issue spotlight: Chatbots in consumer finance | CFPB | Institutions remain responsible for accurate answers, recognising disputes and giving access to a human; deficient chatbots risk non-compliance with federal consumer financial law. | Published Jun 6, 2023 |
| CFPB comment to Treasury on AI | CFPB | 'No fancy new technology carveout': chatbots named among the areas of compliance risk under existing law. | Published Aug 12, 2024 |
| Colorado HB 26-1263 (conversational AI) | Colorado AI Act | Operators of publicly accessible conversational AI must disclose that the user is talking to AI, keep safety protocols and not present output as coming from a licensed professional. | In force Aug 12, 2026; duties from Jan 1, 2027 |
| Colorado AG proposed rules | Colorado AI Act | Draft rules implementing the ADMT Act and HB 26-1263. | Proposed Aug 11, 2026 |
| California AB 1609 (customer service chatbots) | California CPPA | A large business (over $500M national revenue) may not represent a chatbot as human, must disclose clearly when a reasonable person could be misled, and must make a good-faith effort to connect a customer to a human within 15 minutes of request. | Signed Sep 28, 2026; in force Jan 1, 2027 |
| NY DFS customer-service guidance for virtual currency entities | NY DFS | Tell the customer at the start that they are dealing with an AI tool and let them escalate to a human. | In force from May 30, 2024 |
| Interagency third-party risk guidance (SR 23-4 / OCC 2023-17 / FIL-29-2023) | Federal Reserve | A chatbot bought from a vendor, or built on a vendor's language model, is a third-party relationship: due diligence, contract terms, ongoing monitoring. | In force from Jun 7, 2023 |
| NIST AI 600-1 (Generative AI Profile) | NIST | Confabulation, data privacy and information security among the twelve generative-AI risks, with suggested actions. | Voluntary |
| GDPR Article 22 | EU AI Act | For EU customers: limits on decisions based solely on automated processing, relevant once an assistant decides rather than informs. | In force from May 25, 2018 |
Risks
What are the risks of AI chatbots in banking?
The CFPB's review grouped them in three: a limited ability to solve complex problems (failing to recognise a dispute, giving inaccurate or insufficient information, offering no meaningful help), obstacles to timely human intervention, and technical and security weaknesses (downtime, impersonation and phishing, exposure of personal information). Generative models add confabulation, which NIST names among its twelve generative-AI risks. For the bank the consequences are legal as well as reputational: the CFPB says deficient chatbots risk non-compliance with federal consumer financial law, diminished service and trust, and harm to customers.
| Risk | What goes wrong | Who has flagged it |
|---|---|---|
| Unrecognised disputes | A customer raises an error or dispute in chat and the bot does not treat it as one, so legal timelines are missed. | CFPB issue spotlight (2023) |
| Inaccurate or insufficient information | Wrong answers about fees, terms or account status that the customer relies on. | CFPB issue spotlight (2023); NIST AI 600-1 (confabulation) |
| Doom loops | Repetitive, unhelpful responses with no offramp to a human representative. | CFPB issue spotlight (2023) |
| Impersonation and phishing | Fraudsters imitate a bank's chatbot to harvest credentials. | CFPB issue spotlight (2023) |
| Personal data exposure | Chat logs and prompts hold personally identifiable information that must be protected whatever the technology. | CFPB issue spotlight (2023) |
| Undisclosed AI | A customer does not know they are talking to a machine. | Colorado HB 26-1263; NY DFS guidance for virtual currency entities |
| Vendor dependence | The assistant runs on a third party's platform or language model the bank must still oversee. | SR 23-4 / OCC Bulletin 2023-17 / FDIC FIL-29-2023 |
SOURCES: CFPB, Chatbots in consumer finance (June 6, 2023) ↗ · NIST AI 600-1, Generative AI Profile ↗
Build versus buy
Should a bank build or buy its AI chatbot?
The public record shows both routes at the largest banks. Capital One built Eno's natural-language processing in-house, saying it needed a platform that 'deeply understands financial services terms'; Bank of America describes Erica as trained by its own data scientists with a library of more than 700 responses; Wells Fargo built Fargo on Google Cloud's conversational AI. The regulatory difference is where the oversight burden lands. A built assistant is the bank's to develop, test and govern end to end; a bought one is a third-party relationship under the 2023 interagency guidance, and the CFPB holds the bank responsible for what the chatbot tells customers either way.
| Route | Named example | What the bank takes on | Rule that bites |
|---|---|---|---|
| Build in-house | Eno (Capital One): NLP built in-house from concept to launch in under three months, trained on customer-service chat logs | Own development, testing, monitoring and the talent to sustain them | Enterprise AI governance; consumer law on the answers given |
| Build on a cloud provider's AI | Fargo (Wells Fargo): Google Cloud's Dialogflow conversational AI | Design and controls stay with the bank; the platform is a critical vendor | SR 23-4 / OCC Bulletin 2023-17 third-party risk management |
| Proprietary, curated responses | Erica (Bank of America): more than 700 responses, over 75,000 updates since launch | Tight control of what the assistant can say, at the cost of flexibility | CFPB expectations on accuracy and access to a human |
| Agentic, acting for the customer | Chat Concierge (Capital One): multi-agent assistant that schedules and hands off | Controls on actions, disclosure that the customer is dealing with AI, human handoff | Colorado HB 26-1263 from Jan 1, 2027; CFPB spotlight |
SOURCES: Capital One Tech: How and why Capital One built Eno's NLP in-house (2018) ↗ · Wells Fargo newsroom: Fargo to be powered by Google Cloud AI (2022) ↗ · Bank of America newsroom: Erica surpasses 3 billion client interactions (2025) ↗ · Capital One Tech: Chat Concierge (2025) ↗
By authority
Which chatbot-related documents has each authority published?
Timeline
| Date | Event | Document |
|---|---|---|
| Sep 28, 2026 | California AB 1609 signed: customer-service chatbot disclosure and human hand-off from January 1, 2027 | AB 1609 |
| Aug 11, 2026 | Colorado AG proposes rules implementing the chatbot and ADMT laws | Colorado AG proposed ADMT rules |
| May 29, 2026 | Colorado HB 26-1263 signed: conversational AI disclosure from January 1, 2027 | HB 26-1263 |
| Aug 12, 2024 | CFPB to Treasury: 'no fancy new technology carveout' | CFPB comment to Treasury on AI in financial services (2024) |
| Jul 26, 2024 | NIST generative-AI profile names confabulation among twelve risks | NIST AI 600-1 (Generative AI Profile) |
| May 30, 2024 | NY DFS: virtual currency firms must disclose AI in customer service and allow escalation | DFS Virtual Currency Customer Service Guidance (May 2024) |
| Jun 6, 2023 | CFPB issue spotlight: all ten largest banks use chatbots; 'doom loops' warning | CFPB Chatbots in Consumer Finance (issue spotlight, 2023) |
At the banks
Which of the 120 largest US banks use AI in customer service?
69 of the 120 bank pages on this site record a customer-facing AI use case, from named assistants to contact-centre tools and personalised insights. Each links to the bank's page, where the claim is sourced.
| Bank | What the record shows | Status |
|---|---|---|
| JPMorgan | Call-centre and client assistants: Generative AI in call centres for agents serving Chase customers; AI concierge for clients is the stated end state. | Rolling out |
| BofA | Erica: Consumer virtual assistant; 2 million interactions a day. CashPro Chat for corporate clients: AI-driven chat used by nearly 70% of corporate clients for account information, transaction tracking and service resolution, with a 43% containment rate in Q3 2025; the Q2 2026 earnings release counts 40,100 CashPro Chat interactions supported by Erica technology. | In production |
| Citi | Citi Sky: AI wealth advisor for Citigold clients, phased US rollout from summer 2026; demonstrated handling CD renewals, college-fund checks and mortgage-refinancing prompts as an 'always-on' member of the Citi Wealth team. | Rolling out |
| Wells Fargo | Fargo: Consumer virtual assistant: bill pay, transfers, transaction lookups; 245 million interactions in 2024. | In production |
| U.S. Bank | Smart Assistant: Virtual assistant in the mobile app that works by text and by voice. | In production |
| Capital One | Eno: Customer assistant in the mobile app, by text and email, in notifications (including on smart watches) and online from a computer: answers account questions and watches for charges that might surprise customers, free-trial endings and recurring charges. Natural-language processing built in-house. Digital and customer-service AI: Part of the enterprise AI program presented at re:Invent. | In production |
| PNC | Call-centre models: Small and large models for call-centre tasks, built in-house. | Announced |
| Truist | Truist Insights: Personalisation engine delivering proactive insights and advice in digital channels. AI Call Summaries: Automatic generative-AI note-taking for care-centre conversations, implemented in Q3 2025 and fully deployed by September 2026; more than 70% of inbound care-centre interactions supported. Truist Assist: AI chatbot and mobile assistant, with 'Ask Truist Assist' universal search; more than 12.5 million requests since 2023, over 9 million handled end-to-end by AI. Truist Insights (Personetics): Personalised insights shown to clients at every log-in, powered by Personetics' Cognitive Banking platform; Personetics reports over a billion insights delivered since launch, a 16% click-through rate and a 4.5-out-of-5 client rating (the vendor's figures, from a 2025 Financial Brand Forum session with Truist's head of digital, Sherry Graziano). | In production |
| Schwab | Portfolio Insights: Gen-AI explanations of portfolio performance with Schwab research and market news. NLP models in client service: Natural-language processing supporting service interactions. Schwab Assistant: Chat and voice AI assistant for clients' most frequent service needs, built with an AI agent firm with human handoffs and guardrails; employee pilot from July 2026. Charley: Gen-AI assistant for retail clients that answers questions and completes tasks (transfers, payments, trading actions, beneficiary changes, alerts) by voice or text; connects to a Schwab representative when needed. | In production, Pilot, Rolling out |
| TD | TD AI Prism personalisation: Predictive foundation model for customer needs and marketing. Voice AI agent for US contact centres: Built with a vendor; targeted to handle about 50% of incoming call-center calls. | In production, Announced |
| Fifth Third | Jeanie and the AI app interface: AI assistant plus natural-language navigation with 150 intents. AI deposit personalisation: AI tools on customer data to tailor deposit offers. | In production |
| Huntington | AI-personalised deposit offers: AI on customer data to tailor deposit products. | In production |
| BMO | Next Best Offer with Codat: Machine learning on payments data recommends products to bankers. | In production |
| Citizens | CiZi: Mobile-app AI assistant; call volume down 44%. LLM call-centre automation: Targeting ~25% of calls handled without human interaction by year-end 2026 and ~50% over time; AI also in the credit-card contact centres. | In production, Rolling out |
| Amex | Graphite card agentic search and checkout: Agentic AI supporting product search and checkout for business customers. | In production |
| KeyBank | Conversational AI in the contact centre: AI-handled calls at roughly $0.25 each versus $9 for human-handled. Enriched transactions and personalised insights (Personetics): Enrichment live since April 2026; insights piloting for Q3; conversational assistant not yet dated. | In production, Rolling out |
| Ally | Call summarisation for customer care: Gen-AI summaries of customer calls; about 5 million calls supported. | In production |
| HSBC | Contact-centre AI tools: Rolled out to improve customer experience, per the group CEO. | In production |
| Regions | Personalised insights in mobile banking: Transaction analysis for daily spending and savings notifications and subscription tracking. | In production |
| Pinnacle | Digital-wallet primacy through advice and alerts: Spending advice and fraud alerts as the basis for card use in digital wallets. | In production |
| UBS | STAAT proactive insights for US advisors: Machine-learning alerts on external assets, life events and network connections. AI avatars of research analysts: Digital twins delivering AI-generated research scripts to clients. | In production |
| Santander | Hyper-personalised customer journeys (ONE Transformation): Data and AI embedded in the businesses for cross-selling and primacy. Openbank digital banking: The digital bank that gathered $6 billion of US deposits in its first year. | Rolling out, In production |
| City National | AI-driven product innovation: Led by the SVP for product, AI and innovation; specifics undisclosed. | Announced |
| Western Alliance | Workday Assistant for employee HR questions: AI-driven HR searches more than doubled in the first month. | In production |
| Zions | Automation of service emails: 330,000 annual address-change and similar emails targeted for AI handling. | Announced |
| Flagstar | StarIQ assist for branch and call-centre staff: Trained on compliance, regulation and branch and call-centre policies and procedures so tellers, bankers and agents get faster, correct answers. Customer 360 and proactive private-banking insights: The S2 architecture's stated customer-facing goal. | In production, Announced |
| First Horizon | In-house digital banking platform: A proprietary customer-facing platform under construction. | Announced |
| East West | Mobile and online banking: Digital account opening and CD products via the mobile app. | In production |
| Old National | Embedded BNPL in the banking app (Affirm, in talks): Affirm Edge would surface purchasing power and installment offers inside the app. | Announced |
| SouthState | Call-centre AI: Real-time reference suggestions to agents during live calls, call sentiment monitoring, quality checks and wrap-up, and expanded self-service being tested. | Rolling out |
| Columbia | AI-powered customer-support assistant: Handles routine administrative questions; the ratio moved from two human calls per AI chat to three AI chats per human call. Glia digital service ('Go-To'): Glia's platform (chat, on-screen voice and co-browsing) powers the Go-To digital service Umpqua Bank built and used to absorb higher volumes after the Columbia merger; Glia Banker provides after-hours consumer support, and an AI agent for operator assistance is named as next. Glia reports a 90% cut in average wait time and 24% in handle time (the vendor's figures; undated case study). | In production |
| CIBC | Core-tex personalised offers and insights: AI-generated product offers and timely client insights. | Rolling out |
| Valley | AI prospecting and lead generation: Helping bankers develop relationships 'in a not-creepy way'; AI used to compete for deposits. Voice AI for auto-loan reminders and collections: An autonomous outbound voice agent that holds payment-reminder and collection conversations with past-due auto-loan customers. | In production |
| Frost | Conversational, personalised mobile banking: Stated direction: customers describe tasks in their own words; not yet launched. Contact Center Copilot and enhanced customer chat (employee-facing): Named in the August 2026 investor deck as behind call-centre gains (the deck does not name a vendor for the copilot); Stead describes AI that gives employees 'more knowledge at their fingertips' rather than a bot in the conversation. | Announced, In production |
| FNB | eStore Common app with AI-driven insights: One application for 50-plus consumer and business products; AI reduces keystrokes and time. AI customer insights and recommendations: Analyses eStore transactions, suggests products and cash-flow improvements. Opportunity IQ AI cross-sell and lead generation: Mines checking-account transactions and uses machine-learning segmentation; predictive AI cross-sell models updated in 2024 doubled lead quality; ~190,000 leads a quarter in 2025. | In production, Announced |
| SoFi | SoFi Coach: Chat-based AI financial guide on member and external account data; planner-built. Cash Coach: AI insights engine that recommends moving idle cash and paying down high-rate debt. Conversational AI support (Galileo Konecta): 50% lower chat abandonment, 65% faster responses. | Rolling out, In production |
| Associated | Digital and omnichannel strategy: Digital sales and servicing under the new chief digital officer. | Rolling out |
| Deutsche Bank | Conversational AI for inbound inquiries: Target: more than 80% of inbound inquiries assisted by personalised conversational AI. | Rolling out |
| Atlantic Union | AI-enhanced chatbot and AI call-centre tools: An AI-enhanced chatbot is on the consumer-banking roadmap; AI tools for call-centre quality control, chat and training are planned. | Announced |
| Hancock Whitney | Digital and mobile modernisation with MX: Money-experience platform; new mobile app; online account opening. | Rolling out |
| BankUnited | 'Digital plus human' service model: Digital self-service paired with bankers for complex, high-value work. Sentiment analysis in the contact centre: A contact-centre platform with AI capabilities was exploring how sentiment analysis can help bankers and customers find the right solution (June 2025). Talkdesk AI contact centre: The contact centre runs on Talkdesk's Financial Services Experience Cloud: Talkdesk Copilot guides agents during interactions, Talkdesk Autopilot handles simple requests as self-service, and Customer Experience Analytics drives agent training. Talkdesk reports a 104% rise in net promoter score, agent development that used to take six months to a year now done in 90 days, a 16% self-service rate and abandonment down to 5.3% (the vendor's figures). | In production, Pilot |
| Banc of California | Customer service applications: Named alongside BSA review support as a targeted AI use case under way. | Rolling out |
| Texas Capital | Cloud-native client onboarding: Integrated platform cited for onboarding speed. | In production |
| Fulton | NICE CXone Copilot and Autopilot: Generative-AI next-best actions for agents, trained on Fulton's knowledge articles, plus omnichannel self-service (Autopilot) and knowledge management (Expert). AI chatbot on the Blue Foundry welcome page: The transition page for former Blue Foundry customers connects to an AI chatbot; the bank warns it may not always have the right answer. | Announced, In production |
| Eastern Bank | Client education on AI chatbots and generative AI: Middle-market guide to selecting AI services and local learning resources. | In production |
| Axos Bank | Arc 'Archie' CFO agent: Agentic finance tools for small businesses via Arc. | Rolling out |
| Sallie Mae | AI-simulated training for contact-centre agents: Zenarate AI Coach: new-hire onboarding and tenured-agent upskilling through life-like conversation and chat simulations role-played with an AI coach. | In production |
| United Community | AI-powered contact-centre agent tools: Efficiency tools for agents while maintaining service quality; chatbots and other AI-enabled tools let the contact centre take more calls with the same number of agents. | In production |
| Arvest | Google Contact Center AI Insights (planned): Named in the 2022 Google Cloud agreement to improve the contact-centre experience; no deployment has been reported since. | Announced |
| WaFd Bank | AI-powered 24/7 call-centre agent: Support automation to free bankers for higher-value interactions. Amazon Lex voicebot with voice biometrics: Voice-authenticated self-service (balances, transfers) on Talkdesk with Amazon Lex, Polly and Transcribe; sentiment analysis via Amazon Comprehend. | Rolling out, In production |
| First Interstate | Customer guidance on AI search answers: Explains inaccurate AI-generated rate summaries. | In production |
| Customers Bank | AI call-centre scoring: 85% greater efficiency and full visibility into customer interactions. ElevenLabs voice and chat agents: Always-available service agents, real-time assist for relationship managers and conversational account opening. | In production, Announced |
| Simmons Bank | Centralised call centre and automated teller line: Legacy service automation credited to the retiring CDO. | In production |
| First Hawaiian | AI-driven financial insights in the mobile app: Account aggregation, budgeting and AI-driven notifications (duplicate payments, spending comparisons) launched in 2021. | In production |
| Bank of Hawaii | AI use cases in wealth discovery and the call centre: Being worked on for implementation to create operating leverage (Q1 2026 call). Digital banking scale: 350,000-plus enrolments; 6.4 million average monthly logins, up 21% from 2024. | Pilot, In production |
| TowneBank | Talkdesk cloud contact centre with Talkdesk Copilot: Member service runs on Talkdesk's cloud contact-centre platform, starting with Talkdesk Copilot agent assistance and Interaction & Quality Analytics; Talkdesk reports a 23-second cut in average handle time and a 97% satisfaction rate (vendor-reported). | In production |
| Central Bank | Personetics AI-driven money-management insights: Hyper-personalised insights, advice and smart-savings programmes in the mobile and online channels, replacing older budgeting tools; Personetics reports a 29% digital engagement rate and 22.9% click-through rate (vendor figures). | In production |
| Busey Bank | Glia voice-AI virtual assistants in the contact centre: Routine calls handled by Glia virtual assistants (61.5% of calls) with automated post-call work, deployed as the CrossFirst deal added 30,000 customers; recognised with Glia's 2025 Catalyst Award (Prodigy). In its own case study, Glia reports (vendor-reported figures) that the rollout let Busey grow its customer base 25% with zero added headcount, that 14 branches got overflow support from the main call centre, and that Advisors took on just 75 additional tickets a day despite absorbing 8,000 new digital users. | In production |
| Community Bank N.A. | Small-business AI and automation guidance: Client education on AI tools. | In production |
| Enterprise Bank & Trust | Digital banking Virtual Assistant: 24/7 chat inside online banking and the mobile app for balances, routing numbers, transfers and navigation, with hand-off to a live client service officer; gives no financial advice. The bank does not say whether it uses AI. | In production |
| FirstBank | Insights personal-finance tool: Automated spending categorisation, budgets and net-worth tracking in the app. | In production |
| Banner Bank | Banner Virtual Assistant: Conversational phone and chat assistant for account servicing with human handoff. Glia AI assistants in the client engagement center: Glia AI assistants on voice and digital channels answer basic client questions 24/7 and hand off to staff; client engagement center director Brenda Wilbur says they let Banner 'expand our service hours without increasing agent headcount'. | In production |
| Synchrony | JoyHunt AI search in Synchrony Marketplace: Natural-language shopping search that began as a July 2024 pilot; Marketplace logged nearly 300 million visits in 2025. ChatGPT plugin for Synchrony Marketplace: Lets shoppers browse promotional financing, deals and offers from participating partners inside ChatGPT. | In production, Rolling out |
| USAA | Gen-AI support for member-service staff: A service-representative co-pilot for finding answers and summarising interactions (assessed in a lab before broad rollout in 2024) and Vertex AI tools that transcribe calls and suggest next actions. AI phone routing that understands conversational speech: Planned for 2026 to connect members with the right service option quickly and accurately. | Rolling out, Announced |
| OceanFirst | Conversational AI chatbot and HAILEY: A conversational chatbot handles routine chat and voice inquiries and routes complex ones to human agents; BizTech dates its launch to 2025, while the May 2026 deck lists the kore.ai (HAILEY) conversational AI platform as deployed in 2024. | In production |
| Bread Financial | AI knowledge management for care associates: An AI-powered knowledge-management solution built for customer-care associates, described in the 10-K as a way to reach the highest service standards. | In production |
| BancFirst | Webex AI Agent (Cisco), per the vendor: According to Cisco Webex, BancFirst is a Webex AI Agent customer. The fact comes from the vendor only; BancFirst has not described the deployment and no results are cited here. | Announced |
| Park National | AI-powered Auto-Coach for bankers: An AI-powered tool that surfaces answers to bankers so they can help customers faster and spot cross-sell opportunities; implemented in 2025. Chat and virtual voice assistant: Chat volumes rose 25% and self-service through the virtual voice assistant grew 132% in 2025; the report does not say whether the assistant uses AI. | In production |
| First Commonwealth | AI call-centre assistant: A vendor-enabled feature listens to calls and surfaces policy and procedure to employees who work across up to six systems; the CEO describes it as one of 'probably a dozen or more' uses and names neither vendor nor tool. It supports staff rather than answering customers directly. | In production |
Common questions
Which banks have AI chatbots?
All ten of the largest US commercial banks had deployed chatbots by 2023, according to the CFPB. Named assistants documented by the banks themselves include Bank of America's Erica (2018), Capital One's Eno (2017) and Chat Concierge (2025), Wells Fargo's Fargo (2023), the U.S. Bank Smart Assistant (2020), Truist Assist (2022), Fifth Third's Jeanie and Citizens' CiZi.
What is conversational AI in banking?
Software that lets a customer or employee bank in natural language, by text or voice: checking balances, moving money, disputing a charge or getting an explanation. It ranges from rule-based chatbots with curated responses to assistants built on large language models and agents that complete tasks on the customer's behalf.
What is the most used bank chatbot?
By published totals, Bank of America's Erica: more than 3.2 billion client interactions since its 2018 launch and nearly 700 million in 2025, per the bank's March 2026 release. Wells Fargo reported more than 1 billion Fargo interactions in under three years.
Is there a regulation for bank chatbots?
Not a dedicated federal one. The CFPB applies existing consumer financial law to the channel, third-party risk guidance covers vendor-built assistants, and state laws add disclosure: Colorado's HB 26-1263 requires conversational AI services to identify themselves as AI from January 1, 2027, and California's AB 1609 bars large businesses from representing a chatbot as human and requires a route to a human agent within 15 minutes, from the same date.
Do bank chatbots use generative AI?
Increasingly, but the largest deployed assistants grew out of intent-recognition systems with curated responses. US model risk guidance places generative and agentic AI outside its scope since April 2026, so a generative assistant is governed through the bank's broader AI governance, third-party risk management and consumer-compliance controls.
Chatbots and assistants in the daily brief
Oct 4, 2026Colorado proposes AI rules for lenders and chatbotsOct 1, 2026Charles Schwab announces Charley AI assistantSep 26, 2026UWM puts broker pipeline behind AI voice commandSep 25, 2026State bank regulators give examiners AI oversight road mapSep 24, 2026Bank of America plans to double AI budget next yearAug 27, 2026Revolut is building a proprietary foundation model for real-time financial behavior and risk
Navigate
Every new bank assistant and every chatbot rule, the morning after.
when one of these regulators moves, the next morning's brief says so · six sourced stories · 7 am ET · free
plus every tracker, bank and agent page update, the morning after · leave any morning