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, and 69 of the 141 banks profiled on this site record one. The best documented are Bank of America's Erica (3.6 billion cumulative interactions since 2018, 2 million a day), Wells Fargo's Fargo (more than 1 billion in under three years) and Capital One's Eno; Citizens says its CiZi assistant cut call volume 44% and KeyBank puts an AI-handled call at about $0.25 against about $9. No chatbot-specific banking rule exists: consumer law, third-party risk guidance and, from January 1, 2027, the Colorado and California disclosure laws apply. This page covers the rules, the risks and build-versus-buy; the full set of assistants at all 141 banks, with capabilities and scale, is on conversational AI in banking, and the contact-centre side on AI in banking customer service.
DATA AS OF NOV 3, 2026 · 141 banks · 267 documents · 67 vendors · 5,020 sources
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 and the agentic banking section; the assistants of the global groups (NatWest's Cora, BBVA's Blue, DBS's Joy, BNP Paribas's HelloïZ) are on conversational AI in banking.
On the record
Which assistants, chatbots and voice bots do the banks on this site record?
69 of the 141 banks profiled on this site (120 US banks and 21 global groups) record a customer-facing assistant, chatbot or voice bot, 48 in production. The largest by published usage are Bank of America's Erica (3.6 billion cumulative interactions, 2 million a day), Wells Fargo's Fargo (more than 1 billion in under three years), NatWest's Cora (12.9 million conversations in 2025) and Garanti BBVA's Ugi (about 6.4 million interactions a month); Citizens says CiZi cut call volume 44% and KeyBank puts an AI-handled call at about $0.25 against about $9 for a human one. One row per bank, strongest status first, with the bank's own description and source.
| Bank | What the record shows | Status | Date | Source |
|---|---|---|---|---|
| BofA | 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 | Oct 27, 2025 | Bank of America (PR Newswire), Oct 27, 2025 ↗ +1 |
| Citi | Servicing agent assist (Services and Cards). Generative AI supports 6,000 service agents in 72 countries handling over 3 million inquiries a year, cutting servicing effort by up to 25%; the CitiDirect AI assistant raised containment by 50%, and Agent Assist in Cards cuts call handling time by 60 seconds. | In production | May 7, 2026 | Citigroup, May 7, 2026 ↗ |
| Wells Fargo | Fargo. Consumer virtual assistant: bill pay, transfers, transaction lookups; 245 million interactions in 2024 and more than 1 billion in total by March 26, 2026. | In production | Dec 31, 2024 | VentureBeat, Apr 8, 2025 ↗ +1 |
| U.S. Bank | Smart Assistant. Virtual assistant in the mobile app that works by text and by voice. | In production | Sep 23, 2026 | American Banker, Sep 23, 2026 ↗ |
| 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. | In production | Sep 26, 2018 | Capital One, Sep 19, 2026 ↗ +1 |
| Truist | 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. | In production | Jan 21, 2026 | Truist Financial (SEC filing), Apr 17, 2026 ↗ +2 |
| TD | US contact-centre knowledge management. Generative assistant answering agents' questions with sourced responses to cut hold time and escalations; 80% of agents used it in the first month and TD is extending it to branches. | In production | Nov 20, 2025 | CIO Dive, Feb 18, 2026 ↗ +1 |
| Fifth Third | Jeanie and the AI app interface. AI assistant plus natural-language navigation with 150 intents. | In production | Jun 17, 2026 | Fifth Third, Aug 12, 2026 ↗ +1 |
| BMO | Nova and Lexi knowledge assistants (U.S. Banking). Natural-language policy and knowledge delivery for frontline staff; self-serve access to 1,000+ BMO policy documents and directives. | In production | Mar 26, 2026 | BMO Financial Group (investor relations), Mar 26, 2026 ↗ |
| Citizens | CiZi. Mobile-app AI assistant; call volume down 44%. | In production | Jun 1, 2026 | American Banker, Jun 1, 2026 ↗ +1 |
| Amex | Card servicing chatbot and AI app search. Card servicing teams use an AI-powered chatbot to resolve inquiries; AI search in the mobile app answers about one million inquiries a month for US Card Members. | In production | Mar 25, 2026 | American Express, Mar 25, 2026 ↗ |
| KeyBank | Conversational AI in the contact centre. AI-handled calls at roughly $0.25 each versus $9 for human-handled. | In production | Jan 20, 2026 | PYMNTS, Jan 23, 2026 ↗ |
| USAA | Front-office answer assistant over 20,000 documents. An AI layer lets call-centre staff ask a question and get an answer instead of searching and reading documents (Bajaj, May 2025). | In production | May 13, 2025 | TechTarget, May 13, 2025 ↗ |
| Western Alliance | Workday Assistant for employee HR questions. AI-driven HR searches more than doubled in the first month. | In production | Sep 17, 2024 | Workday, Sep 17, 2024 ↗ |
| CIBC | CIBC Voice Assistant. Handles straightforward client calls and routes the rest to staff; 16 million+ calls since its 2025 launch. Canadian retail clients; no US equivalent is disclosed. | In production | Jul 31, 2026 | CIBC via CNW (Yahoo Finance), Jul 31, 2026 ↗ |
| Valley | 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 | Apr 23, 2026 | Valley National Bancorp (SEC filings), Jul 23, 2026 ↗ +1 |
| Columbia | 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 | Sep 24, 2026 | Glia, Sep 24, 2026 ↗ |
| SoFi | Conversational AI support (Galileo Konecta). 50% lower chat abandonment, 65% faster responses. | In production | Jul 14, 2025 | SoFi Tech Solutions, Jul 14, 2025 ↗ |
| Frost | 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. | In production | Jan 29, 2025 | Cullen/Frost Bankers (SEC filings), Aug 17, 2026 ↗ +1 |
| Fulton | NICE Expert knowledge base, Copilot auto summary and chat channel. Journey summaries, transfer summaries and auto summary for agents over a consolidated knowledge base, and chat added for customers for the first time, across more than 3 million interactions a year. | In production | Sep 30, 2026 | NICE, Sep 30, 2026 ↗ |
| Eastern Bank | Client education on AI chatbots and generative AI. Middle-market guide to selecting AI services and local learning resources. | In production | Oct 4, 2024 | Eastern Bank, Oct 4, 2024 ↗ |
| 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 | Mar 31, 2026 | United Community Banks, Mar 31, 2026 ↗ +1 |
| 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 | Jun 27, 2023 | Zenarate (PR Newswire), Jun 27, 2023 ↗ |
| WaFd Bank | 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. | In production | Feb 6, 2023 | Amazon Web Services, Feb 6, 2023 ↗ +1 |
| First Hawaiian | In-app chatbot in the July 2025 mobile app. The launch release lists an in-app chatbot, help guides and secure messaging; it does not say whether the chatbot uses AI. | In production | Jul 17, 2025 | First Hawaiian Bank, Jul 17, 2025 ↗ |
| 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 | Mar 26, 2026 | OceanFirst Bank (BizTech Magazine reprint), Mar 26, 2026 ↗ +1 |
| Busey Bank | Glia digital virtual assistant and voice AI replacing the 1-800 IVR. Glia says Busey deployed its digital virtual assistant in 2024, then replaced the touch-tone IVR with Glia Voice, which predicts caller needs, personalises greetings and routes calls, running inside Busey's Q2 platform ahead of the CrossFirst conversion (vendor-reported). | In production | Sep 24, 2026 | Glia (case study), Sep 24, 2026 ↗ |
| Enterprise Bank & Trust | Digital banking Virtual Assistant (not described as AI). Not described as AI: the bank's page never says the assistant uses AI, so this is a customer chat channel, not a disclosed AI deployment. 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. | In production | Sep 24, 2026 | Enterprise Bank & Trust, Sep 24, 2026 ↗ |
| Banner Bank | Banner Virtual Assistant. Conversational phone and chat assistant for account servicing with human handoff. | In production | Sep 24, 2026 | Banner Bank, Sep 24, 2026 ↗ |
| Live Oak | Glia Banking AI for customer contact. Glia's AI and voice AI handle customer interactions end to end; the bank reports 93% first-contact resolution and more than double the AI-handled volume of the prior year. | In production | Oct 8, 2026 | Glia (Business Wire via Yahoo Finance), Oct 8, 2026 ↗ |
| Bread Financial | Spark generative-AI assistant and AI call handling. The 2026 proxy lists Spark, a generative-AI powered digital assistant, among 2025 achievements for customer service support. At the RBC conference Beberman said about 96% of inbound calls are handled digitally and the IVR routes and answers calls using machine learning. | In production | Mar 11, 2026 | Bread Financial Holdings (SEC filing), Apr 7, 2026 ↗ +1 |
| Park National | 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 | Mar 9, 2026 | Park National Corporation (SEC filing, ARS), Mar 9, 2026 ↗ |
| 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 | Jul 29, 2026 | Investing.com, Jul 29, 2026 ↗ +1 |
| BNP Paribas | EVA conversational assistant at FLOA. FLOA, the Group's split-payment and consumer-credit business, launched EVA in 2023: a generative-AI platform on web, phone and app that hands over to a human adviser on request and always for complex operations; 78% of the contacts it takes are handled automatically and its NPS is +44 (nearly 15,000 responses), per FLOA's chief operations officer. | In production | Oct 27, 2026 | BNP Paribas, Oct 27, 2026 ↗ |
| BBVA | Assistants for relationship-manager conversations. Assistants filter more than half of the conversations relationship managers receive through the app in Spain; Blue is to be rolled out gradually to individual and business customers in 2027. | In production | Oct 6, 2026 | BBVA, Oct 6, 2026 ↗ |
| ING | GenAI contact-centre chatbots. Chatbots live in seven countries; more than 80% of chats resolved without human support in four of them; customers can ask for a person at any point. | In production | Feb 26, 2026 | ING Groep N.V. (SEC filing), Feb 26, 2026 ↗ +2 |
| HSBC | Servicing assistant in Corporate and Institutional Banking. Supports 3 million client interactions a year; agents handling enquiries cut resolution time by over 30% since January 2025. | In production | Jul 27, 2026 | HSBC Holdings plc, Oct 5, 2026 ↗ +1 |
| Standard Chartered | Trust AI Ask at Trust Bank. A conversational feature in the app of Trust Bank, which is backed by Standard Chartered and FairPrice Group, for questions about card transactions by merchant, category or overseas spend; it is to be extended to accounts, transfers and rewards. | In production | Sep 8, 2026 | The Straits Times, Sep 11, 2026 ↗ |
| NatWest | Cora digital assistant with generative AI. Cora handled 12.9 million conversations in 2025 and 7.1 million in H1 2026; GenAI journeys grew from four to 21 during 2025, lifting queries resolved without human intervention by around 20 percentage points against the equivalent non-GenAI journey. By Q1 2026, 20% of Cora chats were handled by generative AI. | In production | Aug 4, 2025 | NatWest Group plc, Feb 13, 2026 ↗ +2 |
| DBS | DBS Joy (corporate and SME assistant). Gen AI virtual agent in IDEAL that became fully agentic in Singapore in July 2026; 20,000 unique customers by end-2025, 350,000 corporate users able to use it by July 2026; Singapore chats up 22% and calls or emails down 7% in H1 2026. | In production | Mar 28, 2025 | DBS Group Holdings, Nov 10, 2025 ↗ +2 |
| RBC | AI digital assistant for intent detection and routing. RBC's digital assistant uses AI for intent detection and orchestration, steering clients to digital capabilities or the best advisor; about 25% of Advice Centre clients used conversational banking in 2025. | In production | Dec 3, 2025 | Yahoo Finance, May 28, 2026 ↗ +1 |
| Scotiabank | Contact-centre AI and Ask AI. AI handles more than 40% of client queries in contact centres; Ask AI gives branch and contact-centre staff policy and product guidance (450,000-plus queries in Q1 2026); Scotia chat handles over 132,000 inquiries a month. | In production | Dec 2, 2025 | Scotiabank (CNW via Yahoo Finance), Apr 13, 2026 ↗ +2 |
| OCBC | OCBC Markets Watch chatbot and Voice AI reminders. Markets Watch is OCBC's first AI-powered WhatsApp chatbot, giving targeted corporate clients real-time market news and FX prices; Voice AI automates courtesy reminder calls. | In production | Oct 10, 2025 | Oversea-Chinese Banking Corporation (via HKMA Banking Disclosure Repository), Mar 10, 2026 ↗ |
| UOB | Gen AI chatbot for wealth bankers. A Gen AI chatbot helps bankers quickly retrieve wealth advisory updates for client servicing; UOB reports an uplift in overall productivity from these tools. | In production | Mar 9, 2026 | United Overseas Bank, Mar 9, 2026 ↗ |
| UBS | AI chatbots for mobile banking support. AI-powered chatbots give instant mobile-banking support to 1.2 million clients; analytics tools in call centres give agents instant insights. | In production | Mar 9, 2026 | UBS Group AG (SEC filing), Mar 9, 2026 ↗ |
| Barclays | Contact-centre assistants that guide agents. Assistants summarise customer calls and guide human agents in real time, suggesting answers or next best actions (according to Microsoft); Barclays UK also introduced an AI-powered Help Hub Assistant for colleagues serving customers. | In production | Nov 18, 2025 | Microsoft, Nov 18, 2025 ↗ +1 |
| Santander | Speech Analytics in Spain contact centres. Speech Analytics processes 10 million voice calls a year in Spain and auto-fills CRM systems, freeing over 100,000 hours a year; AI copilots support more than 40% of contact-centre interactions (figures from August 2025). | In production | Aug 12, 2025 | Banco Santander, Aug 12, 2025 ↗ |
| Société Générale | ELIOTT and SoBot assistants. ELIOTT, the BoursoBank assistant, manages 4 million client conversations a year; SoBot handles over 5,000 conversations a day for SG retail banking and professional clients in France. | In production | Feb 1, 2025 | Societe Generale, Feb 1, 2025 ↗ |
| 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 | Jan 1, 2023 | The Wall Street Journal, Feb 24, 2025 ↗ +1 |
| Schwab | Charley. Gen-AI assistant for retail clients that answers questions by voice or text, gives information and next steps on transfers, payments and trading, and completes select account actions (watchlists, dividend reinvestment enrolment, beneficiaries, contact details, trusted contacts, alerts); connects to a Schwab representative when needed. | Rolling out | Sep 30, 2026 | Charles Schwab, Sep 30, 2026 ↗ +1 |
| Huntington | Casca borrower assistant for SBA applications. Applicants can put questions to a chatbot overnight and a banker reviews the exchange the next morning; the loan decision stays with existing underwriting models and loan officers. | Rolling out | Aug 19, 2025 | American Banker, Aug 19, 2025 ↗ |
| Synchrony | ChatGPT plugin for Synchrony Marketplace. Lets shoppers browse promotional financing, deals and offers from participating partners inside ChatGPT. | Rolling out | Aug 17, 2026 | Synchrony (PR Newswire), Aug 17, 2026 ↗ +1 |
| First Horizon | Webex contact-centre AI: agent-stress scoring and call summaries. Cisco's AI model scores agent stress to trigger a reset or reroute; call-drop summaries were in beta in March 2024. A conversational voice menu was planned, 85 to 95 percent of calls are already self-served, and the CFO said in February 2026 that AI is already used in the call centre. | Rolling out | Mar 4, 2024 | American Banker, Mar 4, 2024 ↗ +2 |
| Barclays US | Conversational AI tool in the US Consumer Bank app. Launching in the US app; the group chief executive says it accelerates customer query responses by 95% and enables more personalised service. Scope, vendor and guardrails are not disclosed. | Rolling out | Feb 10, 2026 | Investing.com (earnings call transcript), Feb 10, 2026 ↗ |
| Deutsche Bank | Conversational AI for inbound inquiries. Target: more than 80% of inbound inquiries assisted by personalised conversational AI. | Rolling out | Nov 17, 2025 | Deutsche Bank, Nov 17, 2025 ↗ |
| Deutsche Bank | Postbank chatbot Paula and a new LLM assistant. Paula, a generative-AI chatbot in the Postbank app, was expected to reach a 25% call-deflection rate; the bank is building a fully interactive LLM-based assistant with Google and has said it will scale a Postbank tool to the Deutsche Bank brand. | Rolling out | Sep 14, 2026 | Deutsche Bank, Oct 5, 2026 ↗ +2 |
| Commonwealth Bank | CommBank Companion in the app. A conversational AI experience for budgeting, home buying and, for businesses, cash-flow questions; one third of customers had been given access by August 2026 and half of their queries related to managing spending and saving. | Rolling out | May 26, 2026 | Commonwealth Bank of Australia, May 26, 2026 ↗ +1 |
| Lloyds | AI-powered financial assistant. Personalised, round-the-clock guidance on spending and savings in the mobile app; with more than 500,000 Bank of Scotland customers and a full customer rollout planned in 2026. | Rolling out | Jan 29, 2026 | Lloyds Banking Group, Jun 22, 2026 ↗ +2 |
| TD Bank Group | TDI Virtual Assistant (client-facing). Unauthenticated generative AI chatbot on select TD Insurance pages, built with Layer 6; it expands through 2026 in English and French. TD also reports the contact-centre assistant has cut call hold times by 12% and the Branch Virtual Assistant supports 17,000 front-line colleagues. | Rolling out | May 1, 2026 | TD Bank Group, May 1, 2026 ↗ |
| Morgan Stanley | Client-facing digital assistants. Assistants that interact with clients at any hour, in testing from summer 2026; agents also push reminders to advisors. | Pilot | Jul 13, 2026 | Reuters, Jul 13, 2026 ↗ |
| State Street | Generative AI chatbot for State Street's research site. Built on open-source large language models; early tests answered questions better than the helpdesk within weeks, with some 'weird answers' that needed fine-tuning. A generative AI query interface on Alpha for custody clients was announced alongside (April 2024); no launch date was given. | Pilot | Apr 9, 2024 | VentureBeat, Apr 9, 2024 ↗ |
| Bank of Hawaii | Interactive voice response pilot. Contact Center pilot to improve interactive voice response experiences, described in the 2024 annual report. | Pilot | Mar 14, 2025 | Bank of Hawaii Corporation (SEC filings), Mar 14, 2025 ↗ |
| PNC | PNC digital assistant (planned). Overstrom says PNC plans to roll out its own digital assistant later in 2026 and is deliberate about how it will be labelled; the app platform is built for embedded generative-AI assistance. | Announced | Jan 16, 2026 | Banking Dive, Jul 8, 2026 ↗ +1 |
| Associated | AI-enabled chatbot. Listed among the 2024 initiatives in the November 2023 strategic plan; no launch announcement found. | Announced | Nov 9, 2023 | Associated Banc-Corp, Nov 9, 2023 ↗ +1 |
| 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 | Dec 10, 2025 | Atlantic Union Bankshares (SEC filings), Dec 10, 2025 ↗ |
| WesBanco | Call-centre automation. The same slide lists the call centre; no chatbot, voice or agent-assist product is named. | Announced | May 4, 2026 | WesBanco (SEC filings), May 4, 2026 ↗ +1 |
| Customers Bank | ElevenLabs voice and chat agents. Always-available service agents, real-time assist for relationship managers and conversational account opening. | Announced | Jun 2, 2026 | Customers Bank (Business Wire), Jun 2, 2026 ↗ |
| Community Bank N.A. | Customer AI solution targeted for 2026 launch. The 2025 incentive scorecard included 'development of a customer artificial intelligence solutions for launch in 2026' among five technology objectives, of which the company met four; the proxy does not say which was missed, what the product is, or whether it has launched. The February 2026 investor deck lists AI and generative chat solutions among technology investments. | Announced | Feb 11, 2026 | Community Financial System (SEC filings), Mar 27, 2026 ↗ +1 |
| MUFG | AI concierge, AI account-opening chat and MAP AI for Emut. An AI concierge inside MUFG apps, an AI chat for account opening and the Money Advisory Platform AI at WealthNavi feed an AI-native digital bank due to open around January to March 2027. | Announced | Nov 12, 2025 | Mitsubishi UFJ Financial Group, Inc., Nov 12, 2025 ↗ +2 |
The table is computed from the bank profiles at render time, so it changes as the records do; the date is the earliest sourced event on the bank's timeline for that assistant, usually a first disclosure rather than a go-live. Agent-assist tools, call summarisation and quality analytics for contact-centre staff are excluded here and listed on AI in banking customer service; personalisation engines are on AI customer segmentation in banking; the AI in banking pillar puts the use case beside the other twelve.
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) | State of California | 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 | European Union | 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?
75 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. Consumer travel agent: Lake says the bank aims to have a consumer-facing travel agent in pilot before the end of 2026, while expecting customers not to delegate purchasing to agents soon. | Rolling out, Announced |
| 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. EricaAssist at the contact centre: Desktop widget used by about 18,000 customer service employees; generative-AI additions tell the agent why the customer is calling and recommend next steps, and average call time falls by almost a minute. | 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. Servicing agent assist (Services and Cards): Generative AI supports 6,000 service agents in 72 countries handling over 3 million inquiries a year, cutting servicing effort by up to 25%; the CitiDirect AI assistant raised containment by 50%, and Agent Assist in Cards cuts call handling time by 60 seconds. | Rolling out, In production |
| Wells Fargo | Fargo: Consumer virtual assistant: bill pay, transfers, transaction lookups; 245 million interactions in 2024 and more than 1 billion in total by March 26, 2026. | In production |
| Morgan Stanley | Client-facing digital assistants: Assistants that interact with clients at any hour, in testing from summer 2026; agents also push reminders to advisors. | Pilot |
| U.S. Bank | Smart Assistant: Virtual assistant in the mobile app that works by text and by voice. GenAI assistant for contact-centre agents: A GenAI-powered assistant helps contact-centre agents answer client calls; the bank runs Amazon Connect to keep context across calls, chat, email and text. Agentic self-service on Amazon Connect: Bedrock and Nova Sonic to add GenAI self-service by voice, chat and SMS, with agents that can be deployed across lines of business. | In production, Announced |
| 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. PNC digital assistant (planned): Overstrom says PNC plans to roll out its own digital assistant later in 2026 and is deliberate about how it will be labelled; the app platform is built for embedded generative-AI assistance. | 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). Connection Tiles: AI analysis of a client's finances prompts branch bankers with five suggested products or actions, such as a money-market account for a large idle deposit or fraud education; introduced about 18 months before September 2026. | 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 by voice or text, gives information and next steps on transfers, payments and trading, and completes select account actions (watchlists, dividend reinvestment enrolment, beneficiaries, contact details, trusted contacts, alerts); connects to a Schwab representative when needed. Call analysis and service coaching with LLMs: Large language models analyse millions of calls and coach service professionals in Advisor Services. Portfolio Insights (UK): AI summaries for UK clients' biggest-moving holdings and relevant S&P 500 news. | In production, Pilot, Rolling out |
| State Street | Generative AI chatbot for State Street's research site: Built on open-source large language models; early tests answered questions better than the helpdesk within weeks, with some 'weird answers' that needed fine-tuning. A generative AI query interface on Alpha for custody clients was announced alongside (April 2024); no launch date was given. | Pilot |
| 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. US contact-centre knowledge management: Generative assistant answering agents' questions with sourced responses to cut hold time and escalations; 80% of agents used it in the first month and TD is extending it to branches. | 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. Bilingual Jeanie and universal search: Jeanie handles all intents in Spanish and English since the Comerica conversion; search and Jeanie activity doubled in the first week among former Comerica customers. | In production |
| Huntington | AI-personalised deposit offers: AI on customer data to tailor deposit products. Casca borrower assistant for SBA applications: Applicants can put questions to a chatbot overnight and a banker reviews the exchange the next morning; the loan decision stays with existing underwriting models and loan officers. Huntington Heads Up personalised insights: 14 million curated insights a month across 96 use cases at a 4.7 out of 5 satisfaction rating (March 2025), delivered on Personetics software. | In production, Rolling out |
| BMO | Next Best Offer with Codat: Machine learning on payments data recommends products to bankers. Nova and Lexi knowledge assistants (U.S. Banking): Natural-language policy and knowledge delivery for frontline staff; self-serve access to 1,000+ BMO policy documents and directives. | 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. Contact-centre assistant (Sage and product suggestions): Gen-AI knowledge tool for call-centre staff and an on-screen product suggestion used by more than half of customer service representatives; call resolution time down. | In production, Rolling out |
| Amex | Conversational AI voice agents (service): Amex says it recently launched its first few conversational AI voice agents and is expanding AI in complaints and disputes. Graphite card agentic search and checkout: Agentic AI supporting product search and checkout for business customers. Card servicing chatbot and AI app search: Card servicing teams use an AI-powered chatbot to resolve inquiries; AI search in the mobile app answers about one million inquiries a month for US Card Members. Conversational AI agents for voice response: A 2026 pilot of conversational AI agents to replace legacy interactive voice response systems. | Pilot, In production, Announced |
| 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. AI in collections calls: The Charlotte Business Journal reported in March 2026 a new Ally pilot of AI for collections calls. At the RBC Capital Markets conference on March 10, 2026 CFO Russell Hutchinson said an 'Ally virtual agent, trained on our data' makes outgoing early-stage collection calls in the servicing operation; Ally has not said which loan portfolios it calls or published results. | In production, Pilot |
| HSBC | Contact-centre AI tools: Rolled out to improve customer experience, per the group CEO. CIB servicing agents: Agents handle customer enquiries across products, markets and regulatory requirements, cutting resolution time by more than 30% since January 2025. | 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; more than 36 of 720 analysts had signed up by May 2025, using OpenAI and Synthesia models. | 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. Webex contact-centre AI: agent-stress scoring and call summaries: Cisco's AI model scores agent stress to trigger a reset or reroute; call-drop summaries were in beta in March 2024. A conversational voice menu was planned, 85 to 95 percent of calls are already self-served, and the CFO said in February 2026 that AI is already used in the call centre. | Announced, Rolling out |
| 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. Contact-centre automation: Keen says AI-powered automation shortened average call handling time and that the bank measures the saving in dollars; no vendor, call volume or percentage is disclosed. | Announced, In production |
| 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). Cisco AI Assistant for Webex Contact Center: Agent-facing first: dropped-call summaries so customers do not repeat themselves, and topic analytics that found about 20% of general questions were about loans and needed transfer; natural-language IVR routing and conversational AI agents were named as next. | In production |
| CIBC | CIBC CRTeX personalised offers and insights: AI-generated product offers and timely client insights. CIBC Voice Assistant: Handles straightforward client calls and routes the rest to staff; 16 million+ calls since its 2025 launch. Canadian retail clients; no US equivalent is disclosed. | Rolling out, In production |
| 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. AI co-pilot for contact-centre representatives: LivePerson's co-pilot summarises calls and prompts representatives; Frost also uses it for conversation analysis, sentiment analysis and quality assurance (reported July 2024; the relationship was then more than three years old). | 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. AI-driven customer support and satisfaction portal: Listed on the investor-day roadmap for the expanding eStore ecosystem; no launch date given. | 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 |
| Barclays US | Conversational AI tool in the US Consumer Bank app: Launching in the US app; the group chief executive says it accelerates customer query responses by 95% and enables more personalised service. Scope, vendor and guardrails are not disclosed. | Rolling out |
| Associated | Digital and omnichannel strategy: Digital sales and servicing under the new chief digital officer. AI-enabled chatbot: Listed among the 2024 initiatives in the November 2023 strategic plan; no launch announcement found. | Rolling out, Announced |
| 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. AI screening of every call-centre recording: The CIO says the first major AI deployment will monitor call-centre recordings, moving from manual review of about 10% of calls to AI screening of all of them, to flag what works and improve training. | 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. NICE Expert knowledge base, Copilot auto summary and chat channel: Journey summaries, transfer summaries and auto summary for agents over a consolidated knowledge base, and chat added for customers for the first time, across more than 3 million interactions a year. | 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. AI and ML to teach commercial clients the products: Head of commercial digital Jennifer Taylor says Axos uses AI and ML to help clients learn its products; AI/ML is on the 12 to 18 month roadmap. | Rolling out, In production |
| 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 (planned): Support automation to free bankers for higher-value interactions; promised in April 2026 for the April-June quarter, with no launch reported on the July or October 2026 calls. 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. | Announced, In production |
| WesBanco | Call-centre automation: The same slide lists the call centre; no chatbot, voice or agent-assist product is named. | Announced |
| 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-app chatbot in the July 2025 mobile app: The launch release lists an in-app chatbot, help guides and secure messaging; it does not say whether the chatbot uses AI. | 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. Interactive voice response pilot: Contact Center pilot to improve interactive voice response experiences, described in the 2024 annual report. | 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). Talkdesk agent assist across loans, cards and online banking: Talkdesk says member support was unified across loans, cards and online banking, with real-time insights, automated summaries and AI-driven knowledge for agents; the bank chose AI features that enhance rather than replace human interactions (vendor description). | In production |
| Optum Bank | AI-enabled call-centre service for health-benefit members: Optum Financial uses AI call-centre technology to resolve member questions and help agents find information during calls; in a 10 million-call sample 90% were resolved in one call and 94% of callers were satisfied. | 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. Glia digital virtual assistant and voice AI replacing the 1-800 IVR: Glia says Busey deployed its digital virtual assistant in 2024, then replaced the touch-tone IVR with Glia Voice, which predicts caller needs, personalises greetings and routes calls, running inside Busey's Q2 platform ahead of the CrossFirst conversion (vendor-reported). Voice authentication for self-service balances and transfers: Glia lists authentication on its virtual assistant as Busey's next step, so callers can get balances by voice without enrolling in telephone banking; balance inquiries and transfers are over 19% of human-assisted calls (vendor-reported, not in Busey's own filings). | In production, Announced |
| Community Bank N.A. | Small-business AI and automation guidance: Client education on AI tools. Customer AI solution targeted for 2026 launch: The 2025 incentive scorecard included 'development of a customer artificial intelligence solutions for launch in 2026' among five technology objectives, of which the company met four; the proxy does not say which was missed, what the product is, or whether it has launched. The February 2026 investor deck lists AI and generative chat solutions among technology investments. | In production, Announced |
| Enterprise Bank & Trust | Digital banking Virtual Assistant (not described as AI): Not described as AI: the bank's page never says the assistant uses AI, so this is a customer chat channel, not a disclosed AI deployment. 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. | 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. Front-office answer assistant over 20,000 documents: An AI layer lets call-centre staff ask a question and get an answer instead of searching and reading documents (Bajaj, May 2025). | Rolling out, Announced, In production |
| 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 |
| Live Oak | Glia Banking AI for customer contact: Glia's AI and voice AI handle customer interactions end to end; the bank reports 93% first-contact resolution and more than double the AI-handled volume of the prior year. | 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. Spark generative-AI assistant and AI call handling: The 2026 proxy lists Spark, a generative-AI powered digital assistant, among 2025 achievements for customer service support. At the RBC conference Beberman said about 96% of inbound calls are handled digitally and the IVR routes and answers calls using machine learning. | In production |
| BancFirst | Webex AI Agent for internal support (Cisco), per the vendor: According to Cisco Webex, BancFirst deployed Webex AI Agent for internal support. The only source is the vendor; BancFirst has not described the deployment, its scope or its results. | In production |
| 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 26, 2026Anthropic merges Claude chat and Cowork for enterprise usersOct 19, 2026FCA publishes good and poor AI practice, calls for AI advice disclaimersOct 13, 2026Banks stop counting AI hours and start counting returnsOct 4, 2026Colorado proposes AI rules for lenders and chatbotsOct 1, 2026Charles Schwab announces Charley AI assistantSep 26, 2026UWM puts broker pipeline behind AI voice command
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