AI in banking customer service does eight jobs: it resolves routine chat and voice contacts itself, shows the person on the phone why the customer is calling and what the policy says, writes the after-call note, reviews every call instead of a sample, routes calls by intent, prompts branch bankers, trains new agents against simulated customers and makes outbound reminder calls. Of the 140 banks profiled on this site, 66 record at least one of these and 51 run it in production. The numbers are the banks' own: Bank of America's EricaAssist sits on about 18,000 customer-service desktops and takes almost a minute off the average call; Citi's generative AI supports 6,000 service agents in 72 countries handling over 3 million inquiries a year and cuts servicing effort by up to 25%; Truist generated 4.5 million-plus call summaries and saved 36,000-plus teammate hours in Q2 2026; Barclays US has summarised more than 8 million calls; KeyBank puts an AI-handled call at about $0.25 against about $9; Citizens' CiZi cut call volume 44% and the bank targets about 25% of calls with no human by end-2026; Bread Financial handles about 96% of inbound calls digitally and reviews 100% of calls with AI; Columbia added 30% more customers with call-centre staff flat. The vendors are Talkdesk, Glia, Cisco Webex, NICE and Amazon Connect for most banks and in-house platforms at the largest; the rules are consumer law applied to the channel plus disclosure laws from 2027.
DATA AS OF OCT 13, 2026 · 140 banks · 238 documents · 49 vendors · 4,720 sources
What does AI do in bank customer service?
Eight jobs: self-service bots on chat and voice, agent assist and knowledge tools, call summarisation, quality review of every call, intent-based routing, prompts for branch bankers, training simulations and outbound reminder calls. 66 of the 140 banks profiled here record at least one of them, 51 in production; the wider customer-facing AI count, including personalisation, is 95.
The customer sees two of the eight jobs: the bot that answers, and the voice that routes or reminds. The other six are behind the agent, and that is where most of the 2025 and 2026 deployments went, because the risk is lower (a person still speaks to the customer) and the measurement is easy (minutes per call, hours per quarter). Bank of America's CTIO describes EricaAssist as a human-assisted agent and says the near-term value is in “assistive agents that are actually working with humans in the loop”; Frost describes AI that gives employees “more knowledge at their fingertips” rather than a bot in the conversation. The table lists each job with the banks on the record; the customer-facing assistants themselves are on the conversational AI page and the engines that decide what to offer on customer segmentation.
| Job | What the AI does | Banks on the record |
|---|---|---|
| Self-service on chat and voice | A bot resolves routine contacts end to end and routes the rest to a person. | Citizens (CiZi: call volume down 44%); Busey (Glia assistants handle 61.5% of calls); Bread Financial (about 96% of inbound calls handled digitally); Live Oak (93% first-contact resolution with Glia); CIBC (Voice Assistant, 16 million-plus calls since 2025) |
| Agent assist and knowledge | While the customer is on the line, the tool shows the reason for the call, the policy and the next step. | BofA (EricaAssist on about 18,000 desktops; almost a minute off the average call); Citi (6,000 service agents in 72 countries; servicing effort down up to 25%); TD (80% of agents used the knowledge tool in month one; hold time down 12%); USAA (answer assistant over 20,000 documents); Scotiabank (Ask AI: 450,000-plus staff queries in Q1 2026); First Commonwealth (AI listens and surfaces policy to staff working across up to six systems) |
| Call summarisation | The model writes the after-call note the agent used to type. | Truist (4.5 million-plus summaries; 36,000-plus hours saved in Q2 2026); Barclays US (more than 8 million calls summarised); Ally (about 5 million calls; acceptance rose to 90%); M&T (about 6 minutes saved per call); NatWest (more than 70,000 hours a year saved); Fulton (3 to 5 minutes saved per call) |
| Quality review and analytics on every call | AI reads 100% of transcripts for tone, accuracy and sentiment instead of a sampled few percent. | Bread Financial (100% of calls, from a 2% to 3% sample); Citizens (pilot reviews 100% against 5% by people); Santander (Speech Analytics on 10 million Spanish calls a year); Schwab (LLMs analyse millions of calls and coach service staff); Customers Bank (call-centre scoring, 85% greater efficiency); First Horizon (agent-stress scoring: burnout down 20% in a 160-agent trial) |
| Routing and the voice menu | Intent detection replaces the touch-tone tree and sends the call to the right place. | RBC (AI intent detection and orchestration); Busey (Glia Voice replaced the IVR); First Horizon (85 to 95 percent of calls self-served in the voice menu); USAA (conversational phone routing planned for 2026) |
| Branch and banker prompts | AI reads the relationship and tells the banker what to raise. | Truist (Connection Tiles: five suggested actions per client); TD (Branch Virtual Assistant supports 17,000 front-line colleagues); Park National (AI-powered Auto-Coach for bankers); First Citizens (AskFirst knowledge agent for branch bankers); Flagstar (StarIQ assist for tellers, bankers and agents) |
| Training and coaching | Simulated customers for new hires; coaching from analysed calls. | Sallie Mae (Zenarate AI Coach conversation simulations); OCBC (Gen AI reviews millions of call minutes for coaching); BankUnited (Talkdesk analytics drive agent training) |
| Outbound reminders and collections | An AI voice reaches the customer at the right time and holds the reminder conversation. | TD (collections agent: connect rate 20% to 25% from about 6% to 7%); Valley (autonomous voice agent for past-due auto loans); OCBC (Voice AI courtesy reminder calls) |
The order banks adopt them in is consistent on the record: call summarisation first (Ally had it in production eight weeks after starting in 2023 and lifted agent acceptance from the low teens to 78% and then 90% by tuning accuracy), then knowledge and agent assist, then quality analytics on every call, and only then a bot that speaks to the customer. The reverse order, a customer-facing bot first, is what the vendor-platform banks did (Busey, Banner, Live Oak on Glia), because the platform ships both at once.
Which banks run AI in the contact centre and the branch?
51 banks run contact-centre or branch AI in production on the record, from Bank of America (EricaAssist on about 18,000 desktops), Citi (6,000 agents in 72 countries), U.S. Bank (15 million calls on Amazon Connect) and TD to community banks on Talkdesk, Glia and Cisco Webex; the rest are rolling out, piloting or have announced plans. One row per bank, strongest status first.
One row per bank at its strongest service record, strongest status first and largest bank first within a status. Personalisation and marketing records are excluded here and listed on the segmentation page. The date is the earliest sourced event on the bank's timeline for that activity, usually a first disclosure rather than a go-live. Where a record is vendor-reported (Talkdesk, Glia, Cisco, LivePerson, Optum) the detail says so.
| Bank | What the record shows | Status | Date | Source |
|---|---|---|---|---|
| BofA | 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 | Sep 29, 2026 | Banking Dive, Jul 21, 2026 ↗ +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. | In production | Dec 31, 2024 | VentureBeat, Apr 8, 2025 ↗ |
| 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 | 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 | Sep 16, 2026 | The Financial Brand, Sep 16, 2026 ↗ |
| Fifth Third | 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 | Aug 12, 2026 | Investing.com, Sep 15, 2026 ↗ +1 |
| Citizens | CiZi. Mobile-app AI assistant; call volume down 44%. | In production | Jun 1, 2026 | American Banker, Jun 1, 2026 ↗ +1 |
| Amex | Graphite card agentic search and checkout. Agentic AI supporting product search and checkout for business customers. | In production | Mar 25, 2026 | American Banker, Apr 23, 2026 ↗ +1 |
| 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 ↗ |
| Ally | Call summarisation for customer care. Gen-AI summaries of customer calls; about 5 million calls supported. | In production | Sep 18, 2024 | Ally Financial, Jul 23, 2025 ↗ +1 |
| HSBC | 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 | Jul 27, 2026 | HSBC, Jul 27, 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 ↗ |
| 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. | In production | Jul 30, 2026 | American Banker, Jul 30, 2026 ↗ |
| Old National | 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. | In production | May 19, 2026 | Old National Bank, May 19, 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 ↗ |
| 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 |
| 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 |
| BankUnited | 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 | Mar 11, 2025 | Talkdesk, Mar 11, 2025 ↗ +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 ↗ |
| Axos Bank | 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. | In production | May 27, 2025 | Bank Automation News, May 27, 2025 ↗ |
| 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 |
| 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 |
| Customers Bank | AI call-centre scoring. 85% greater efficiency and full visibility into customer interactions. | In production | Jan 22, 2026 | Customers Bancorp, Jan 22, 2026 ↗ |
| Simmons Bank | Centralised call centre and automated teller line. Legacy service automation credited to the retiring CDO. | In production | Aug 20, 2026 | Simmons Bank, Aug 20, 2026 ↗ |
| 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 |
| 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 | Jun 18, 2025 | TowneBank (from The CEO Magazine), Jun 18, 2025 ↗ +3 |
| 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 | Sep 28, 2026 | Optum, Sep 28, 2026 ↗ |
| 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 | 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 |
| BancFirst | Webex AI Agent for internal support (Cisco), per the vendor. According to Cisco Webex, BancFirst deployed Webex AI Agent to streamline internal support after average waits of 9 to 10 minutes and high call abandonment; abandoned calls fell 10% and employees resolve issues three minutes faster on average. The figures come from the vendor only; BancFirst has not described the deployment. | In production | Sep 30, 2025 | Cisco Webex (vendor blog), Sep 30, 2025 ↗ +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 |
| 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 |
| Société Générale | BoursoBank AI interaction share. AI handles 65% of BoursoBank client interactions in 2025, up from 39% in 2020, in a model with about 1,000 employees and 0.6 client contact per client a year; ELIOTT and SoBot together handle over 6 million interactions a year, and the Group counts around 200 AI-based use cases in production. | In production | Sep 21, 2026 | Societe Generale, Sep 21, 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 ↗ |
| MUFG | AI in call centres and customer support. Call-centre AI for corporate and retail clients is listed as a major use case; at WealthNavi an AI support tool cut the time to prepare customer email responses by 20%, bringing average response time to roughly two-thirds. | In production | May 19, 2026 | Mitsubishi UFJ Financial Group, Inc., May 19, 2026 ↗ +1 |
| OCBC | Contact-centre AI: call summaries and Gen AI call review. OCBC Whisper gives contact-centre agents real-time call summaries; since July 2026 Gen AI reviews millions of call minutes to find best-practice and poor-quality calls for coaching, and AI writing tools help staff reply. Calls reaching a staff member within 60 seconds rose from 52% in 2023 to 80% in 2025. | In production | Oct 10, 2025 | The Business Times, Oct 10, 2025 ↗ +2 |
| Commonwealth Bank | Generative AI dispute management. A generative AI model, launched in 2024, holds a tailored conversation to collect the information needed to speed up non-fraud dispute resolution; the contact-centre orchestration layer routes regulated journeys such as fraud disputes down deterministic paths with guardrails. | In production | Jul 1, 2026 | Commonwealth Bank of Australia, Aug 12, 2026 ↗ +1 |
| 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 |
| Scotiabank | Predictive UX payment prompts. A patented algorithm ranks a client's likely bill payments and transfers from past behaviour and shows them as quick actions in the mobile app; more than 260,000 clients received a reminder in a quarter and 92% went on to pay. | In production | Mar 31, 2026 | Scotiabank, Jul 24, 2026 ↗ +1 |
| 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 |
| BNP Paribas | HelloïZ virtual assistant at Hello bank!. The latest version, using generative AI (Mistral AI models) to understand and route requests with access to human advisers, has been deployed to more than one million clients since January 2026. | In production | May 26, 2026 | BNP Paribas, May 26, 2026 ↗ |
| 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 ↗ |
| 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 |
| 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 |
| 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 | Jul 23, 2026 | SouthState Bank Corporation (SEC filings), Jul 23, 2026 ↗ +1 |
| Associated | Digital and omnichannel strategy. Digital sales and servicing under the new chief digital officer. | Rolling out | Jul 30, 2026 | Banking Dive, Jul 30, 2026 ↗ |
| Hancock Whitney | Digital and mobile modernisation with MX. Money-experience platform; new mobile app; online account opening. | Rolling out | Jun 16, 2026 | American Banker, Jun 3, 2026 ↗ +1 |
| Banc of California | Customer service applications. Named alongside BSA review support as a targeted AI use case under way. | Rolling out | Apr 23, 2026 | Yahoo Finance (Motley Fool transcript), Apr 23, 2026 ↗ |
| 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 |
| TD Bank Group | AI collections agent. TD's first collections agent raised the rate at which it reaches customers behind on loan payments to between 20% and 25% from about 6% to 7% with human callers, per Chun in September 2026. | Rolling out | Sep 9, 2026 | Investing.com, Sep 9, 2026 ↗ +1 |
| 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 ↗ |
| 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 |
| City National | AI-driven product innovation. Led by the SVP for product, AI and innovation; specifics undisclosed. | Announced | Jun 4, 2025 | American Banker, May 20, 2025 ↗ |
| Zions | Automation of service emails. 330,000 annual address-change and similar emails targeted for AI handling. | Announced | Mar 10, 2026 | American Banker, Mar 10, 2026 ↗ |
| Atlantic Union | 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 | Jun 1, 2026 | American Banker, Jun 1, 2026 ↗ |
| 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 |
The largest contact centres on the record are U.S. Bank (15 million calls and 65 million minutes of conversation a month on the record, on Amazon Connect), Commonwealth Bank (over 2 million conversations a month, about 50,000 phone calls a day, on a Microsoft-built platform), Bank of America (about 18,000 service employees on EricaAssist) and Citi (6,000 agents in 72 countries). The smallest with a result are OceanFirst, with 45 human call-centre agents behind a conversational bot, and Fulton, with about 100 contact-centre staff saving three to five minutes a call. The AI disclosure index ranks the US banks on their whole record.
What scale do banks report?
Bank of America: EricaAssist for about 18,000 service employees, almost a minute off the average call. Truist: 4.5 million-plus call summaries and 36,000-plus hours saved in Q2 2026. Barclays US: more than 8 million calls summarised. Ally: about 5 million calls supported, acceptance up to 90%. KeyBank: about $0.25 per AI-handled call against about $9. Citizens: call volume down 44% with CiZi; target of about 25% of calls with no human by end-2026. Scotiabank: more than 40% of contact-centre queries handled by AI. Bread Financial: about 96% of inbound calls handled digitally and 100% of calls reviewed. Columbia: 30% more customers with call-centre staff flat.
The banks' own figures as reported, with date and source. They are each bank's choice of metric and are not comparable with each other: a containment rate depends on which contacts reach the bot, a minutes-per-call saving depends on the length of the call, and a cost per contact depends on what is counted in the human cost. Targets are labelled as such; vendor-reported figures are labelled.
| Bank | Metric | Value | Date | Source |
|---|---|---|---|---|
| BofA | EricaAssist users | ≈ 18,000 customer service employees | Jul 21, 2026 | Banking Dive, Jul 21, 2026 ↗ |
| Citi | Services agents using generative AI / inquiries a year | 6,000 in 72 countries / 3 million+ | May 7, 2026 | Citigroup, May 7, 2026 ↗ |
| U.S. Bank | Contact-centre volume (calls; minutes of conversation a month) | 15 million calls; 65 million minutes | May 7, 2026 | American Banker, May 7, 2026 ↗ |
| Truist | AI Call Summaries generated / hours saved | 4.5 million+ summaries; 36,000+ teammate hours in Q2 2026 | Sep 9, 2026 | Truist, Sep 9, 2026 ↗ |
| TD Bank Group | Contact-centre call hold time | Down 12% since the generative assistant launched; Branch Virtual Assistant supports 17,000 front-line colleagues | May 1, 2026 | TD Bank Group, May 1, 2026 ↗ |
| Barclays US | Calls summarised by GenAI since October 2025 | > 8 million | Feb 5, 2026 | Barclays, Feb 5, 2026 ↗ |
| Ally | Customer-care calls streamlined with AI in 2025 | More than 6 million | Dec 31, 2025 | Ally Financial, Mar 17, 2026 ↗ |
| Ally | Call-summary acceptance by care agents / accuracy | Mid-teens → 90% accepted; accuracy 40% → above 80% | Jul 31, 2025 | American Banker, Jul 31, 2025 ↗ |
| M&T | Time saved per call (gen-AI summaries) | ≈ 6 minutes | Sep 2, 2026 | Fast Company, Sep 2, 2026 ↗ |
| KeyBank | Cost per customer call, AI vs human | ≈ $0.25 vs ≈ $9 | Jan 20, 2026 | PYMNTS, Jan 23, 2026 ↗ |
| KeyBank | Contact centre after the UJET move and new AI capabilities | Agent call volumes −15%; agent digital chat +50%; running cost ≈ −10% | Aug 15, 2025 | American Banker, Aug 15, 2025 ↗ |
| Citizens | Calls handled without a human (target) | ≈ 25% by YE2026; ≈ 50% over time | Apr 16, 2026 | Citizens Financial Group (SEC filings), Apr 16, 2026 ↗ |
| Citizens | Customer-service call transcripts reviewed | 5% by people today; 100% in a gen-AI pilot | Dec 1, 2025 | American Banker, Dec 1, 2025 ↗ |
| Scotiabank | Contact-centre client queries handled by AI | More than 40% | Apr 13, 2026 | Scotiabank (CNW via Yahoo Finance), Apr 13, 2026 ↗ |
| Santander | Spanish voice calls processed by Speech Analytics, annual | 10 million | Aug 12, 2025 | Banco Santander, Aug 12, 2025 ↗ |
| NatWest | Hours saved by AI call summarisation (Retail) | More than 70,000 hours a year from more than 700,000 interactions | Dec 31, 2025 | NatWest Group plc, Feb 13, 2026 ↗ |
| Commonwealth Bank | Conversations a month through the Microsoft-built contact-centre platform | over 2 million (about 50,000 phone calls a day in the contact centre) | Jul 9, 2026 | Microsoft Source Asia, Jul 9, 2026 ↗ |
| HSBC | Customer resolution time, C&IB enquiry agents | Down over 30% since January 2025 | Jul 27, 2026 | HSBC Holdings plc, Jul 27, 2026 ↗ |
| OCBC | Calls reaching customer service staff within 60 seconds | 52% in 2023, 80% in 2025 | Dec 31, 2025 | The Straits Times, Aug 18, 2026 ↗ |
| BBVA | Contact-centre handling time, Italy and Germany | More than 15% shorter (260 agents; nearly 100,000 enquiries a month) | Aug 4, 2026 | Finextra, Aug 4, 2026 ↗ |
| Bread Financial | Inbound customer calls handled digitally | About 96% | Mar 11, 2026 | Investing.com, Mar 11, 2026 ↗ |
| Bread Financial | Customer calls reviewed with AI | 100% of calls, versus a sample of 2% to 3% before | Sep 9, 2025 | Investing.com, Sep 9, 2025 ↗ |
| Atlantic Union | Share of calls reviewed: manual today versus planned AI screening | ≈ 10% to 100% | Jun 1, 2026 | American Banker, Jun 1, 2026 ↗ |
| Busey Bank | Calls handled by Glia virtual assistants / cut in wrap-up time | 61.5% / 50% | Feb 24, 2026 | The Financial Brand, Feb 24, 2026 ↗ |
| Columbia | Customer-support mix, human calls to AI-assistant chats | 2 : 1 → 1 : 3 | Apr 23, 2026 | Yahoo Finance, Apr 23, 2026 ↗ +1 |
| Columbia | Customers added with Pacific Premier while call-centre staff stayed flat | +30% | Sep 15, 2026 | Investing.com, Sep 15, 2026 ↗ |
| Frost | Call centre, staffing vs call volume | Staffing +14%; call volume +38% | Dec 31, 2025 | Cullen/Frost Bankers (SEC filings), Aug 17, 2026 ↗ |
| Optum Bank | AI-enabled call-centre sample: one-call resolution / caller satisfaction | 90% / 94% across 10 million calls | Sep 28, 2026 | Optum, Sep 28, 2026 ↗ |
| Fulton | Agent time saved per call by AI summarisation | 3–5 minutes | Nov 20, 2024 | American Banker, Nov 20, 2024 ↗ |
| First Horizon | Agent-stress AI second trial (160 agents, six weeks) | burnout down 20%, handling 36 seconds faster, satisfaction 4.8 to 4.9 | Mar 4, 2024 | American Banker, Mar 4, 2024 ↗ |
| TowneBank | Talkdesk-reported contact-centre results (vendor figures) | 23-second cut in average handle time; 97% satisfaction rate | Oct 30, 2025 | Talkdesk, Oct 30, 2025 ↗ |
| BancFirst | Webex AI Agent: abandoned calls (internal support, per Cisco) | Down 10% | Sep 30, 2025 | Cisco Webex (vendor blog), Sep 30, 2025 ↗ |
| WaFd Bank | Voicebot: faster balance inquiries / fewer calls to live representatives (voice-enrolled) | 95% / 45% | Aug 14, 2024 | Amazon Web Services, Aug 14, 2024 ↗ |
Three of these deserve a second look. KeyBank's $0.25 against $9 is a cost-per-call figure from the CEO on an earnings call, not an audited unit cost, and the bank separately reports agent call volumes down 15% and running cost about 10% lower after its platform move. Ally's series is the best public account of making summarisation work: accuracy from 40% to above 80% and agent acceptance from the low teens to 90% over two years. And the quality-review figures (Bread Financial from a 2% to 3% sample to 100%, Citizens from 5% to 100% in a pilot, Atlantic Union planning the same move from about 10%) describe a change in what a bank can know about its own service, which is where the compliance interest lies.
Which vendors and platforms do banks use?
13 vendors in this site's directory sell contact-centre or conversational AI. By named bank customers the contact-centre platforms are Talkdesk, Glia, Cisco Webex, NICE and Amazon Connect; the largest banks build the assist layer themselves (Bank of America on Erica, TD with Layer 6, Citi on its enterprise stack) and Microsoft supplies Barclays and Commonwealth Bank.
The first table lists the contact-centre platforms named by the banks here, with the banks and what the record says each does; vendors with a page in the AI tools directory are linked. The second lists the directory vendors whose products cover contact-centre or conversational AI, with the number of banks in the US set that name them. A bank naming a vendor is a disclosure, not a market share.
| Platform | Banks on the record | What the record says it does |
|---|---|---|
| Talkdesk | BankUnited, TowneBank, WaFd | Cloud contact centre with Copilot agent assist, Autopilot self-service and analytics |
| Glia | Busey, Banner, Live Oak, Columbia | Voice and digital AI assistants, staff copilot, IVR replacement |
| Cisco Webex | Columbia, First Horizon, BancFirst | Dropped-call summaries, topic analytics, agent-stress scoring, Webex AI Agent |
| NICE CXone | Fulton | Expert knowledge base, Copilot auto summary, Autopilot self-service, chat channel |
| Amazon Connect, Lex and Bedrock | U.S. Bank, WaFd, NatWest | Context across calls, chat, email and text; voicebot with voice biometrics; agent-assist test |
| Microsoft (Azure, Copilot, Dynamics) | Barclays, Commonwealth Bank, M&T | Agent-guiding assistants, a contact-centre platform at over 2 million conversations a month, call summaries |
| LivePerson | Frost | Co-pilot that summarises calls and prompts representatives; sentiment and quality analysis |
| kore.ai | OceanFirst | HAILEY conversational chatbot on chat and voice |
| Zenarate | Sallie Mae | AI Coach simulations for new-hire and tenured agents |
| UJET | KeyBank | Contact-centre move: agent call volumes down 15%, running cost about 10% lower |
| Google Contact Center AI | Arvest | Named in the 2022 Google Cloud agreement; no deployment reported since |
| Vendor | What it does | Banks naming it | In production |
|---|---|---|---|
| Microsoft Copilot | AI assistant inside Word, Excel, Outlook and Teams, grounded in a firm's Microsoft 365 data, plus Copilot Studio for building agents. Named by BofA, Wells Fargo, BNY, BMO and 12 more. | 16 | 14 |
| GitHub Copilot | AI coding assistant and coding agent in the IDE, CLI and GitHub.com, with Business and Enterprise plans billed per seat plus AI credits. Named by Goldman, TD, Citizens, Northern Trust and 1 more. | 5 | 5 |
| Glia | Contact-centre and AI platform for banks and credit unions: voice and digital AI agents, staff copilot, outbound AI and CRM. Named by Columbia, Busey Bank, Banner Bank, Live Oak. | 4 | 4 |
| nCino | Cloud lending and onboarding platform for banks with gen-AI (Banking Advisor), role-based AI agents (Digital Partners) and credit analytics. Named by M&T, First Horizon, WaFd Bank, ConnectOne. | 4 | 1 |
| Talkdesk | Cloud contact centre with AI agents (Autopilot, Copilot, voice biometrics) and a Financial Services Experience Cloud for banks. Named by BankUnited, WaFd Bank, TowneBank. | 3 | 3 |
| Pindrop | Phone-channel fraud scoring, passive caller authentication and voice deepfake detection for bank contact centers. Named by M&T, FNBO. | 2 | 2 |
| Backbase | AI-native Banking OS layered over a bank's core for channels, staff and AI agents; owns Kasisto's conversational AI since June 2026. Named by JPMorgan. | 1 | 1 |
| Covecta | Agentic AI for banks and lenders: pre-built agents that read documents, draft credit memos and run loan and deposit operations checks. Named by ServisFirst Bank. | 1 | 0 |
| Kasisto | Banking-specific conversational and agentic AI (KAI, KAIgentic, KaiGPT) for digital assistants and staff; part of Backbase since June 2026. Named by JPMorgan. | 1 | 1 |
| Eltropy | Texting, video, chat and AI voice and agent platform for credit unions and community banks, plus collections and payments tools. | 0 | 0 |
| interface.ai | Voice, chat and employee AI agents (BankGPT) and an agentic contact centre (Nexus) for credit unions and community banks. | 0 | 0 |
| Temenos | Swiss core, digital, payments and wealth banking software with embedded AI copilots, a sanctions-screening AI agent and explainable AI. | 0 | 0 |
| Yields | Model risk management and AI governance platform: model inventory, tiering, workflow engine, documentation, validation and monitoring. | 0 | 0 |
The build-versus-buy line runs by size. The largest banks put the assist layer on the platform they already own: Bank of America on Erica, TD with its Layer 6 research centre, Citi on its enterprise AI stack, PNC building small and large call-centre models in-house. Regional banks buy a contact-centre platform and switch on its AI features; community banks reach for the assistant they already have, as United Community does with Microsoft Copilot for internal support. The voice-fraud layer (Pindrop at M&T and FNBO, voice biometrics at WaFd) is on the fraud detection page.
What rules apply to AI in customer service?
The CFPB holds the bank responsible for its chatbot's answers and requires dispute recognition and access to a person; Colorado and California require disclosure that the customer is talking to AI from January 1, 2027; the EU AI Act's Article 50 does the same for EU customers; a bought platform or model is a third-party relationship under SR 23-4; FinCEN's deepfake alert covers voice fraud against the call centre; the UK's Consumer Duty and Hong Kong's generative-AI circular apply abroad.
No US banking rule is written for contact-centre AI. The obligations are consumer law applied to the channel, third-party risk guidance when the platform is bought, state disclosure laws from 2027 and, for the voice channel, FinCEN's warning about deepfake callers. The table gives the tracked documents with what each asks of a bank; the AI chatbots in banking page has the timeline and risk table and the by-use-case page lists every chatbot-related document.
| Document | Authority | Region | Date | Status | What it asks of a bank |
|---|---|---|---|---|---|
| CFPB Chatbots in Consumer Finance (issue spotlight, 2023) | CFPB | US | Jun 6, 2023 | Final | The bank is responsible for what its chatbot says, must recognise a dispute raised in chat and must give the customer a way to reach a person. |
| AB 1609 | California CPPA | US | Sep 28, 2026 | Final | From January 1, 2027 a large business may not represent a customer-service chatbot as human and must make a good-faith effort to connect the customer to a person. |
| HB 26-1263 | Colorado AI Act | US | May 29, 2026 | Final | From January 1, 2027 a publicly accessible conversational AI in Colorado must disclose that it is AI. |
| DFS Virtual Currency Customer Service Guidance (May 2024) | NY DFS | US | May 30, 2024 | In force | Tell the customer at the start that they are dealing with an AI tool and let them escalate to a human; written for virtual-currency licensees, the template for DFS's view. |
| Commission guidelines on AI Act Article 50 transparency | EU AI Act | EU | Jul 20, 2026 | In force | EU customers must be told when they interact with an AI system. |
| SR 23-4 | Federal Reserve | US | Jun 7, 2023 | In force | A contact-centre platform, voice bot or agent-assist tool bought from a vendor is a third-party relationship: due diligence, contract terms, ongoing monitoring, exit plan. |
| FIN-2024-Alert004 (Deepfake Media) | FinCEN | US | Nov 13, 2024 | In force | Deepfake voice and identity are a known attack on the call centre: layered checks, live verification where risk is high, and SAR filing with the deepfake key term. |
| NIST AI 600-1 (Generative AI Profile) | NIST | US | Jul 26, 2024 | In force | Confabulation (a confident wrong answer to an agent or a customer), data privacy in transcripts and information security are among the twelve generative-AI risks. |
| FCA PS22/9 Consumer Duty | UK (BoE / PRA / FCA) | UK | Jul 27, 2022 | In force | UK firms must deliver good outcomes for retail customers in every channel, including an automated one. |
| HKMA GenAI consumer protection circular | HKMA | APAC | Aug 19, 2024 | In force | Hong Kong's governance, fairness, transparency and data-protection expectations for generative AI in customer-facing use. |
The deepfake point is the one contact-centre leaders raise most. Optum Financial says it uses AI to identify potentially high-risk calls and deepfake callers while connecting legitimate callers faster; TD has a head of adversarial intelligence studying the synthetic-identity tools sold on Telegram that defeat liveness checks; Ameris says its earlier Voice ID system protected more than $95 million of customer funds. The AI for KYC page covers the identity side and the risks of AI in banking spoke the threat side.
| Bank | Who | Quote | Date | Source |
|---|---|---|---|---|
| Live Oak | Josh Goldstein, Director, contact center, Live Oak Bank | “We serve every customer like they're the only one, around the clock, while freeing our bankers to do the high-value relationship work that grows loans and deposits.” | Oct 8, 2026 | Glia (Business Wire via Yahoo Finance), Oct 8, 2026 ↗ |
| Commonwealth Bank | Rodrigo Castillo, Group Chief Technology Officer | “We’re deploying AI responsibly at scale to help detect scams and fraud, reimagine customer service, strengthen resilience and deliver solutions faster.” | Oct 6, 2026 | Commonwealth Bank of Australia, Oct 6, 2026 ↗ |
| Optum Bank | Optum Financial, Optum newsroom article | “Optum Financial is using AI to help identify potentially high-risk calls and deep-fake callers while at the same time making it easier to connect legitimate callers to call center agents quickly.” | Sep 28, 2026 | Optum, Sep 28, 2026 ↗ |
| Busey Bank | Caitlin Drake, SVP, Director of Customer Experience and Support | “The goal is not to eradicate humans from the call center, but to use them intentionally where they add the most value.” | Sep 24, 2026 | Glia (case study), Sep 24, 2026 ↗ |
| Columbia | Drew Anderson, Chief Administrative Officer | “We added 30% more customers with the PacPremier acquisition, but our call center staff stayed flat. That’s a lot of this AI work.” | Sep 15, 2026 | Investing.com, Sep 15, 2026 ↗ |
| First Commonwealth | Mike Price, President and Chief Executive Officer | “Let me just give you one AI example. In our call center, our vendor turned on a feature where AI listens to the call and pops the policy and procedure to the employee to help navigate a solution for our clients.” | Jul 29, 2026 | Investing.com, Jul 29, 2026 ↗ |
| Western Alliance | Dale Gibbons, Vice Chairman and Chief Banking Officer | “WA VenueX reflects that approach by delivering scalable, compliant financial infrastructure designed for digital asset businesses that operate around the clock.” | Jul 24, 2026 | Business Wire via FT Markets, Jul 24, 2026 ↗ |
| First Interstate | Jim Reuter, President and CEO | “We have teller lines, we have call centers, and what's your return on investment in those?” | May 11, 2026 | ABA Banking Journal, May 11, 2026 ↗ |
How is AI used in banking customer service?
Eight ways on the record: bots that resolve routine chat and voice contacts (Citizens, Busey, Bread Financial, CIBC); agent-assist tools that show the person on the phone why the customer is calling and what the policy says (Bank of America's EricaAssist, Citi, TD, USAA); automatic call summaries (Truist, Barclays US, Ally, M&T); quality review of every call instead of a sample (Bread, Citizens, Santander); intent-based routing in place of the touch-tone menu (RBC, Busey, First Horizon); prompts for branch bankers (Truist, TD, Park National); simulated customers for training (Sallie Mae); and outbound reminder and collections calls (TD, Valley, OCBC).
Which banks use AI in their contact centres?
Bank of America (EricaAssist for about 18,000 service employees), Citi (6,000 agents in 72 countries), U.S. Bank (15 million calls on Amazon Connect), TD, Truist, Capital One, Schwab, Citizens, KeyBank, Ally, HSBC, Barclays US, M&T, USAA, BMO, Scotiabank, Santander, NatWest, ING, Commonwealth Bank, OCBC, DBS, BBVA and dozens of regional and community banks on Talkdesk, Glia, Cisco Webex and NICE; the table on this page lists every bank with a sourced record.
Does AI reduce contact-centre costs for banks?
The banks that publish a figure say yes. KeyBank: an AI-handled call costs about $0.25 against about $9 for a human-handled one, and its running cost fell about 10% after the platform move. Citizens: CiZi cut mobile-banking call volume 44% and the bank targets about 25% of calls handled without a human by end-2026. Columbia: 30% more customers after an acquisition with call-centre staff flat. Frost: call volume up 38% with staffing up 14%. Truist: 36,000-plus teammate hours saved by call summaries in one quarter. M&T: about six minutes saved per call. Ally: post-call effort down 30%.
Do banks replace customer-service staff with AI?
The stated pattern is absorbing growth rather than cutting: Columbia added 30% more customers with call-centre staff flat; United Community says chatbots let the contact centre take more calls with the same number of agents; Banner's engagement-centre director says AI assistants 'expand our service hours without increasing agent headcount'; Busey's customer-experience head says the goal 'is not to eradicate humans from the call center'. The exceptions are explicit: ING's collective-dismissal estimate of about 950 Dutch positions by end-2026 covers manual contact-centre work among others, and Citizens already has about 70% of customer calls answered overseas by a vendor.
What is agent assist in a bank contact centre?
Software that listens to the live call or reads the chat and, on the agent's screen, shows the likely reason for the contact, the relevant policy or procedure, suggested answers or next actions, and afterwards a summary. Bank of America's EricaAssist, Citi's Agent Assist, TD's knowledge tool, Barclays' assistants (according to Microsoft), Frost's LivePerson co-pilot, Talkdesk Copilot at BankUnited and TowneBank, and NICE Copilot at Fulton are the named examples; First Commonwealth's CEO describes the effect as the policy 'popping' to an employee who works across up to six systems.
What rules apply to AI in bank customer service?
Consumer law applied to the channel: the CFPB holds the bank responsible for a chatbot's answers, requires it to recognise disputes and to give access to a person. Disclosure laws from January 1, 2027 in Colorado (HB 26-1263) and California (AB 1609), and the EU AI Act's Article 50 for EU customers. Third-party risk guidance (SR 23-4) for a bought platform or model. FinCEN's deepfake alert for voice and identity fraud against the call centre. The UK's Consumer Duty and Hong Kong's generative-AI circular abroad. No US rule limits call summarisation or quality analytics, though transcripts are personal data under privacy law.
Which vendors supply AI to bank contact centres?
Talkdesk (BankUnited, TowneBank, WaFd), Glia (Busey, Banner, Live Oak, Columbia), Cisco Webex (Columbia, First Horizon, BancFirst), NICE (Fulton), Amazon Connect (U.S. Bank), LivePerson (Frost), kore.ai (OceanFirst), Zenarate (Sallie Mae), UJET (KeyBank), Microsoft (Barclays, Commonwealth Bank) and, for voice fraud, Pindrop (M&T, FNBO). The largest banks build the assist layer on their own platforms: Bank of America on Erica, TD with Layer 6, Citi on its enterprise AI stack.
How do banks measure AI in customer service?
Containment or resolution rate (share of contacts resolved without a person), average handle time, hold time, after-call work, first-contact resolution, calls per account, cost per contact, customer satisfaction or NPS, and quality-review coverage. The scale table on this page shows each bank's own choice of metric; they are not comparable with each other, and vendor-reported figures (Talkdesk, Glia, Cisco, LivePerson) are labelled as such.
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