# First Busey Corporation: AI strategy

Source: https://www.bankingnewsai.com/banks/busey
Last updated: Oct 13, 2026

*A year after the CrossFirst acquisition lifted it to about $20 billion of combined assets, Busey, which already answers most contact-centre calls with Glia voice AI, created its first director of AI, data science and insights, hired from FNB and Huntington, with a mandate for 'responsible implementation of AI/ML models to drive revenue growth, operational efficiency and transformative productivity'.*

## How is Busey Bank using AI?

First Busey Corporation, the Leawood, Kansas holding company for Champaign, Illinois-based Busey Bank, with about $18 billion of assets after closing the $917 million acquisition of CrossFirst Bankshares of Leawood on 1 March 2025 (Busey had $12.05 billion of assets at the end of 2024; the combination was put at about $20 billion at closing, and CrossFirst Bank was merged into Busey Bank on 20 June 2025), made AI a named executive function in April 2026 by creating a director of AI, data science and insights and hiring Adrianne Bernini into it. Her brief is the strategic use of enterprise data and the 'responsible implementation of AI/ML models to drive revenue growth, operational efficiency and transformative productivity' across business units; she came from Huntington Bank's enterprise analytics transformation team and, before that, FNB Corporation, where she worked with Busey's chief financial officer, Chris Chan, who vouched that she had deployed 'AI, data science and quantitative modeling across the enterprise'. The hire sits on a strengthening base: second-quarter 2026 net income was $63.2 million, or $0.69 per diluted share, up 9.5% year on year on an adjusted basis, with an adjusted return on assets of 1.43%, a 3.62% adjusted margin, a 54.0% efficiency ratio improved by 134 basis points, record wealth fee income on $16.51 billion of assets under care, CET1 of 12.53% after $128.8 million of buybacks year to date, and chairman, president and CEO Van Dukeman, who has agreed to stay through July 2029, describing an 'indomitable balance sheet'. Busey's fee mix is unusually technology-linked, with payment technology solutions and treasury management alongside wealth, and its customer content covers AI fraud and deepfakes. Its investor materials list AI tools built by the bank or its vendors as a risk factor. AI was already in production before the hire: when the CrossFirst deal added 30,000 customers, Busey used Glia's voice-AI virtual assistants to handle routine calls, and The Financial Brand reported in February 2026 that they handled 61.5% of calls, cut post-call wrap-up time by 50% and let the bank absorb the new customers without adding headcount, with two customer care advisors promoted into strategic roles; customer-experience director Caitlin Drake said 'the more interactions we can handle without human support, the more we can repurpose employees for higher impact', and Glia gave Busey its 2025 Catalyst Award in the Prodigy category. The 2025 10-K goes further than boilerplate: it warns that failing to 'adopt, integrate, or govern new technologies—including generative AI' could impair competitiveness, and says AI-powered tools provide additional layers of fraud and threat detection. Technology is run by chief information and technology officer Amy Fauss, CrossFirst's former chief operating officer, and the Q2 2026 investor presentation puts artificial intelligence in CFO Chris Chan's portfolio. Busey does not hold a live earnings call; its quarterly investor presentations are filed with the SEC. Busey Bank is an Illinois state member bank supervised by the Federal Reserve; no AI model inventory or AI budget has been disclosed.

## At a glance

| Field | Value |
| --- | --- |
| Lead bank | Busey Bank |
| Ticker | BUSE |
| Headquarters | Leawood, KS (Busey Bank: Champaign, IL) |
| Consolidated assets | $18,012 million |
| Federal Reserve rank | 98 |
| Charter | Illinois state member bank (Federal Reserve) |

## What AI partnerships and patents does Busey Bank have?

Busey's public AI record names two vendors: Glia, whose voice and digital virtual assistants, call summaries and quality-review tools run in the contact centre, and Verafin, named in the FY2024 10-K as an AI-powered fraud-detection tool. Glia says its platform is built on AWS services including Amazon Bedrock; that is Glia's statement, not a Busey agreement. No AI lab, cloud or GPU partnership and no patents or published applications assigned to Busey, First Busey or FirsTech were found, and Busey does not disclose an AI budget. ([The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883), [Glia (case study)](https://www.glia.com/case-study/busey-bank), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448925000041/buse-20241231.htm), [Glia (Business Wire)](https://www.businesswire.com/news/home/20260330781668/en/Glia-Launches-CoPilot-an-Agentic-Knowledge-Partner-for-Every-Banking-Team))

| Item | What it is | Status | Date | Sources |
| --- | --- | --- | --- | --- |
| Glia Virtual Assistants and Glia Voice | Digital assistant (2024) and voice AI replacing the 1-800 IVR; handled 61.5% of calls; Interaction Wrap-Up, Transfer Summary and AI analysts for quality review | In production | 2026-02-24 | [The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883), [Glia (case study)](https://www.glia.com/case-study/busey-bank) |
| Glia Banker (CoPilot) | Glia's agentic assistant for banking teams, which Busey's Glia administrator called 'clearly the next step' | Announced | 2026-03-30 | [Glia (Business Wire)](https://www.businesswire.com/news/home/20260330781668/en/Glia-Launches-CoPilot-an-Agentic-Knowledge-Partner-for-Every-Banking-Team) |
| Verafin | AI-powered fraud-detection tool named as an example in the FY2024 10-K; not named in the FY2025 10-K | In production | 2025-02-27 | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448925000041/buse-20241231.htm) |

## Flagship platform: Director of AI, Data Science and Insights (from April 2026)

In April 2026 Busey Bank announced Adrianne Bernini as its first-ever director of AI, data science and insights, responsible for 'formulating, communicating and executing the strategic use of enterprise data and responsible implementation of AI/ML models to drive revenue growth, operational efficiency and transformative productivity', working with data analysts across the company so that initiatives 'align with corporate financial goals'. Bernini was director of data science and insights at FNB Corporation from 2019 to 2025, where she worked with Busey's current CFO Chris Chan, and most recently enterprise analytics transformation director at Huntington Bank. Chan said he had seen her 'successfully deploy AI, data science and quantitative modeling across the enterprise to drive revenue growth, client engagement and operational efficiency'. Busey's risk factors flag 'the development and implementation of tools incorporating artificial intelligence' by the bank and its vendors as a source of unforeseen consequences. The 2025 10-K adds that 'the use of artificial intelligence-powered tools provide additional layers of fraud and threat detection', and the Q2 2026 investor presentation lists artificial intelligence among the areas CFO Chris Chan oversees. The one named AI vendor is Glia, whose voice-AI virtual assistants handled 61.5% of calls after the CrossFirst deal; Glia's own case study on the rollout reports (vendor-reported) a 25% customer-base increase with zero added headcount and 80% of frontline advisors rating the platform superior to what they used before; no model inventory or AI budget has been disclosed. ([Busey Bank](https://www.busey.com/about-us/news-and-announcements/busey-announces-director-of-ai-data-science-and-insights), [First Busey Corporation](https://ir.busey.com/static-files/e566cc4a-c381-404d-a3b6-e8d0a79aced4), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000049/buse_20260728x26q2xex992.htm), [The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883), [Glia (case study)](https://www.glia.com/case-study/busey-bank))

## Key points

- First director of AI, data science and insights, Adrianne Bernini, announced April 2026, with a mandate for responsible AI/ML models driving revenue, efficiency and productivity.
- CFO Chris Chan, who worked with Bernini at FNB, sponsors the role; AI tools flagged as a risk factor in investor materials.
- CrossFirst Bankshares acquired for $917 million, closed 1 March 2025, taking Busey from $12.05 billion of assets to about $20 billion combined; CrossFirst Bank merged into Busey Bank on 20 June 2025.
- Glia voice AI in the contact centre: virtual assistants handled 61.5% of calls and post-call wrap-up time fell 50%, letting Busey absorb 30,000 CrossFirst customers without extra headcount (reported February 2026); Glia Catalyst Award 2025.
- 2025 10-K: AI-powered tools provide additional layers of fraud and threat detection; failure to adopt or govern generative AI is named as a competitive risk.
- Technology led by CITO Amy Fauss (since March 2025, ex-CrossFirst COO); AI sits in CFO Chris Chan's portfolio per the Q2 2026 investor presentation.
- Q2 2026 net income $63.2 million ($0.69); adjusted ROA 1.43%; efficiency ratio 54.0%; CET1 12.53%; $128.8 million of buybacks year to date.
- Record wealth fee income on $16.51 billion of assets under care; payment technology and treasury management are significant fee lines.
- CEO Van Dukeman agreed to remain through July 2029; customer content covers AI fraud and deepfake threats.
- FirsTech, Inc., a wholly owned Busey Bank subsidiary, is one of three reportable segments (with Banking and Wealth Management): 2025 segment revenue was $21.6 million with a net loss of $1.8 million, and payment technology solutions fees were $20.0 million against $22.0 million in 2024 (2025 10-K).
- Data processing expense was $43.2 million in 2025 against $27.1 million in 2024; in the second quarter of 2026 it was $8.9 million, down 36.8% year on year, while the 10-Q attributes the first-half rise excluding restructuring (7.6%) to 'Company-wide investments in technology enhancements'.
- The FY2024 10-K named Verafin as an example of 'artificial intelligence-powered tools' giving additional layers of fraud detection; the FY2025 10-K keeps the AI-powered fraud and threat detection sentence but drops the vendor name.
- Risk ownership is explicit: the 10-K says the cyber programme, led by a CISO in post since September 2020 and aligned to the Cyber Risk Institute Profile, sits under Chief Risk Officer Monica Bowe, and the Q2 2026 investor presentation lists model risk and vendor management among her areas.
- The CrossFirst data conversion and bank merger were completed in the second quarter of 2025 (CrossFirst Bank merged into Busey Bank on 20 June 2025); Busey targeted $25.0 million of annual pre-tax expense synergies, 100% realised in 2026, and full-time equivalents fell from 1,950 to 1,833 between June 2025 and June 2026.
- Glia's case study (vendor-reported) says balance inquiries and transfer requests are over 19% of Busey's human-assisted calls and names voice authentication, Agent Assist and a Salesforce integration as next steps; Busey's Q2 2026 filings do not mention them.

## Timeline

- Aug 6, 2026 — **Q2 2026 10-Q: AI named in forward-looking risks; headcount and data processing** The 10-Q lists tools incorporating AI, from Busey or its vendors, among technological changes with unforeseen consequences; FTEs were 1,833 and data processing expense $8.9 million for the quarter. ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000055/buse-20260630.htm))
- Jul 28, 2026 — **Q2 2026 investor presentation: AI in the CFO's portfolio** Chris Chan's remit is listed as including artificial intelligence alongside FP&A, treasury and corporate development. ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000049/buse_20260728x26q2xex992.htm))
- Jul 28, 2026 — **Second-quarter 2026 results** Net income $63.2 million; efficiency 54.0%; record wealth fees. ([First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2026/07/28/3334801/10701/en/First-Busey-Corporation-Announces-2026-Second-Quarter-Earnings.html))
- Jul 14, 2026 — **Dukeman's CEO tenure extended through July 2029** A letter agreement extends Van Dukeman's term as CEO of First Busey Corporation and Busey Bank through 1 July 2029, with a one-time retention award of restricted stock units worth about $2.07 million vesting on that date. ([First Busey Corporation (GlobeNewswire)](https://ir.busey.com/news-releases/news-release-details/busey-dukeman-agree-contract-extension/))
- Jun 8, 2026 — **Busey Digital Banking and Busey Mobile go live** eBank and the old mobile app were unavailable from 5 June; the new platform opened on 8 June 2026, and customers are pointed to a chat bubble for Customer Care. ([Busey Bank](https://busey.com/assets/files/GYjzXVex/DigitalBankingInTheKnow_052026.pdf), [Busey Bank](https://busey.com/assets/files/Bw7Fi3VO/DigitalBankingInTheKnow_061126.pdf))
- Apr 28, 2026 — **First-quarter 2026 results and deck** AI tools listed among technology risk factors; fee mix detailed. ([First Busey Corporation](https://ir.busey.com/static-files/e566cc4a-c381-404d-a3b6-e8d0a79aced4))
- Apr 23, 2026 — **New digital banking platform announced to replace eBank** Customer notice says Busey Digital Banking and the Busey Mobile app will replace eBank on 8 June 2026, with a daily credit score, financial-goal recommendations, an account-switch tool and dispute tracking; no AI feature is claimed. ([Busey Bank](https://busey.com/assets/files/GMNo9kJG/DigitalBankingInTheKnow_042326.pdf))
- Apr 6, 2026 — **First director of AI, data science and insights appointed** Adrianne Bernini from Huntington and FNB; responsible AI/ML mandate. ([Busey Bank](https://www.busey.com/about-us/news-and-announcements/busey-announces-director-of-ai-data-science-and-insights))
- Mar 30, 2026 — **Busey cited in Glia's CoPilot and Glia Banker launch** Busey's Glia administrator says the platform 'keeps getting better as the AI models evolve'. ([Glia (Business Wire)](https://www.businesswire.com/news/home/20260330781668/en/Glia-Launches-CoPilot-an-Agentic-Knowledge-Partner-for-Every-Banking-Team))
- Feb 26, 2026 — **2025 10-K: generative-AI and AI-fraud risk, AI-powered threat detection** Failure to 'adopt, integrate, or govern new technologies—including generative AI' named as a risk; AI-powered tools add layers of fraud and threat detection. ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm))
- Feb 24, 2026 — **Glia voice-AI results reported** Virtual assistants handled 61.5% of calls and wrap-up time fell 50% as Busey absorbed 30,000 new customers without adding headcount. ([The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883))
- Jan 27, 2026 — **Q4 2025 results and organisational update** Michael Maddox, president and CEO of Busey Bank, separates; Dukeman takes the bank CEO role and agrees to serve at least two more years; 2025 payment technology fees were $20.0 million and synergies were on track for 100% realisation in 2026. ([First Busey Corporation](https://ir.busey.com/news-releases/news-release-details/first-busey-corporation-announces-2025-fourth-quarter-earnings/))
- Oct 28, 2025 — **Q3 2025 results: data processing expense falls after the bank merger** Data processing expense fell $4.3 million from the second quarter, helped by synergies from the bank merger; $25.0 million annual expense synergy target reaffirmed, with 50% expected in 2025 and 100% in 2026. ([First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2025/10/28/3176012/10701/en/First-Busey-Corporation-Announces-2025-Third-Quarter-Earnings.html))
- Sep 24, 2025 — **Chris Chan appointed CFO** From FNB, where he oversaw digital channels, data science, artificial intelligence and data governance; effective 30 September. ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448925000302/buse-20250924.htm))
- Jul 22, 2025 — **Q2 2025 results: bank merger and data conversion completed** Dukeman calls the quarter's 'bank merger and data conversion' a milestone as CrossFirst customers move to Busey Bank; data processing expense rose $6.9 million year on year with 'investments in technology enhancements', and Busey had added 430 FTEs over the year. ([First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2025/07/22/3119892/0/en/first-busey-corporation-announces-2025-second-quarter-earnings.html))
- Jun 20, 2025 — **CrossFirst Bank merged into Busey Bank** CrossFirst's banking centres became Busey Bank branches after it ran as a separate subsidiary from 1 March. ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm))
- Jun 1, 2025 — **Deepfake threat guidance for businesses** Fraud in the age of AI. ([Busey Bank](https://moneymatters.busey.com/busey-bank-fraud-in-the-age-of-ai-protecting-your-business-from-deepfake-threats))
- Mar 3, 2025 — **CrossFirst completion announced: about $20 billion combined** 77 locations across 10 states, $17 billion of deposits and $14 billion of wealth assets under care; Busey had $12.05 billion of assets at the end of 2024. ([First Busey Corporation](https://ir.busey.com/news-releases/news-release-details/first-busey-corporation-completes-acquisition-crossfirst))
- Mar 1, 2025 — **Amy Fauss becomes Chief Information and Technology Officer** Fauss, CrossFirst's chief operating officer since February 2024, takes the technology role at the CrossFirst closing; the Q2 2026 deck puts all information technology and business systems under her. ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000049/buse_20260728x26q2xex992.htm))
- Mar 1, 2025 — **CrossFirst Bankshares acquisition closes** $917 million deal completed ahead of schedule. ([American Banker](https://www.americanbanker.com/list/first-busey-closes-acquisition-of-crossfirst), [American Banker](https://americanbanker.com/news/head-start-old-national-says-bremer-deal-will-close-early))
- Feb 27, 2025 — **FY2024 10-K: generative-AI risk language and Verafin named** Risk factors say generative AI 'offers opportunities to enhance operational efficiency' but brings fraud, security and compliance risks that 'may delay' adoption; the cyber section names Verafin as an example of AI-powered fraud-detection tools. ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448925000041/buse-20241231.htm))
- Feb 1, 2025 — **'The Rise of AI in Fraud' customer guide** How criminals use AI and how to respond. ([Busey Bank](https://moneymatters.busey.com/busey-bank-the-rise-of-ai-in-fraud-what-you-need-to-know))
- Aug 27, 2024 — **CrossFirst Bankshares merger agreement announced** All-stock deal valued at about $916.8 million to create a bank of about $20 billion of assets with 77 locations in 10 states; Busey executives Amy Randolph (COO) and Monica Bowe (CRO) were named to stay in their roles, and the release names FirsTech as a growth line. ([First Busey Corporation (GlobeNewswire)](https://ir.busey.com/node/20281/pdf))
- Nov 11, 2021 — **Robotic process automation in the back office** Busey Bank uses RPA software to reconcile mortgage payments, a task then-CEO Robin Elliott called 'numbing'; the aim was to free staff for more meaningful work, not cut jobs. ([American Banker](https://www.americanbanker.com/news/leaving-the-morale-crushing-tasks-to-robots))

## Where AI runs

| Use case | What | Status | Detail | Sources |
| --- | --- | --- | --- | --- |
| [AI governance (general)](https://www.bankingnewsai.com/ai-regulation/by-use-case#governance-general) | Enterprise AI and data-science function | Rolling out | Strategy, communication and execution of responsible AI/ML models across business units. | [Busey Bank](https://www.busey.com/about-us/news-and-announcements/busey-announces-director-of-ai-data-science-and-insights) |
| [Fraud detection](https://www.bankingnewsai.com/ai-regulation/by-use-case#fraud) | Customer education on AI fraud and deepfakes | In production | Guidance for consumers and businesses. | [Busey Bank](https://moneymatters.busey.com/busey-bank-the-rise-of-ai-in-fraud-what-you-need-to-know), [Busey Bank](https://moneymatters.busey.com/busey-bank-fraud-in-the-age-of-ai-protecting-your-business-from-deepfake-threats) |
| [Third-party & vendor AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#third-party-vendors) | Payment technology solutions | In production | Lockbox, ACH, merchant and online payments as a fee line. | [First Busey Corporation](https://ir.busey.com/static-files/e566cc4a-c381-404d-a3b6-e8d0a79aced4) |
| [Customer-facing chatbots](https://www.bankingnewsai.com/ai-regulation/by-use-case#customer-chatbots) | Glia voice-AI virtual assistants in the contact centre | In production | 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. | [The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883), [Glia (Business Wire)](https://www.businesswire.com/news/home/20260330781668/en/Glia-Launches-CoPilot-an-Agentic-Knowledge-Partner-for-Every-Banking-Team), [Busey Bank](https://busey.com/awards-and-recognition), [Glia (case study)](https://www.glia.com/case-study/busey-bank) |
| [Cybersecurity](https://www.bankingnewsai.com/ai-regulation/by-use-case#cybersecurity) | AI-powered fraud and threat detection | In production | The 10-K says AI-powered tools provide additional layers of fraud and threat detection alongside cyber protocols and audits. | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm) |
| [Model risk management](https://www.bankingnewsai.com/ai-regulation/by-use-case#model-risk) | AI and generative-AI risk factors | In production | 10-K risk factors on rapid AI adoption, generative-AI impersonation and fraud, model governance, vendor AI and AI-specific privacy regulation. | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | Robotic process automation | In production | Software robots reconcile mortgage payments in the back office (reported 2021). | [American Banker](https://www.americanbanker.com/news/leaving-the-morale-crushing-tasks-to-robots) |
| [Fraud detection](https://www.bankingnewsai.com/ai-regulation/by-use-case#fraud) | AI-powered fraud detection (Verafin named in the FY2024 10-K) | In production | The FY2024 10-K cites 'artificial intelligence-powered tools, such as Verafin' as additional layers of fraud detection; the FY2025 10-K says AI-powered tools provide layers of fraud and threat detection without naming a vendor, so the current vendor is not confirmed. | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448925000041/buse-20241231.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm) |
| [Customer-facing chatbots](https://www.bankingnewsai.com/ai-regulation/by-use-case#customer-chatbots) | Glia digital virtual assistant and voice AI replacing the 1-800 IVR | In production | 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). | [Glia (case study)](https://www.glia.com/case-study/busey-bank) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | AI call summaries, transfer context and natural-language quality review | In production | Glia Interaction Wrap-Up writes standardised post-call summaries (wrap-up time down 50%), Transfer Summary passes context to advisors, and managers and the risk and compliance team ask Glia's AI analysts questions in natural language to review interactions (vendor-reported; Busey describes Quality Analyst as leaned into after the conversion). | [Glia (case study)](https://www.glia.com/case-study/busey-bank) |
| [Customer-facing chatbots](https://www.bankingnewsai.com/ai-regulation/by-use-case#customer-chatbots) | Voice authentication for self-service balances and transfers | Announced | 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). | [Glia (case study)](https://www.glia.com/case-study/busey-bank) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | Agent Assist and Manager AI tools | Announced | Glia names Agent Assist (documents surfaced to advisors in real time), more Agent AI and Manager AI tools and a Salesforce integration as planned additions; Busey's administrator described Glia Banker, Glia's agentic assistant launched in March 2026, as 'clearly the next step'. | [Glia (case study)](https://www.glia.com/case-study/busey-bank), [Glia (Business Wire)](https://www.businesswire.com/news/home/20260330781668/en/Glia-Launches-CoPilot-an-Agentic-Knowledge-Partner-for-Every-Banking-Team) |
| [Third-party & vendor AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#third-party-vendors) | Oversight of vendors that embed AI | In production | Busey's filings warn that AI tools implemented by it and its third-party vendors may have unforeseen consequences, say it relies on third parties for critical functions, and describe due diligence and ongoing monitoring of vendors' cybersecurity practices; vendor management sits with the chief risk officer's remit in the Q2 2026 deck. | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000055/buse-20260630.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000049/buse_20260728x26q2xex992.htm) |

## Disclosed numbers

| Measure | Value | As of | Sources |
| --- | --- | --- | --- |
| Q2 2026 net income / diluted EPS | $63.2 million / $0.69 | Jul 28, 2026 | [First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2026/07/28/3334801/10701/en/First-Busey-Corporation-Announces-2026-Second-Quarter-Earnings.html) |
| Adjusted ROA / efficiency ratio, Q2 2026 | 1.43% / 54.0% | Jul 28, 2026 | [First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2026/07/28/3334801/10701/en/First-Busey-Corporation-Announces-2026-Second-Quarter-Earnings.html) |
| Wealth assets under care | $16.51 billion | Jun 30, 2026 | [First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2026/07/28/3334801/10701/en/First-Busey-Corporation-Announces-2026-Second-Quarter-Earnings.html) |
| CrossFirst acquisition | $917 million | Mar 1, 2025 | [American Banker](https://americanbanker.com/news/head-start-old-national-says-bremer-deal-will-close-early) |
| Combined total assets at the CrossFirst closing (Busey alone at end-2024) | ≈ $20 billion ($12.05 billion) | Mar 3, 2025 | [First Busey Corporation](https://ir.busey.com/news-releases/news-release-details/first-busey-corporation-completes-acquisition-crossfirst) |
| Calls handled by Glia virtual assistants / cut in wrap-up time | 61.5% / 50% | Feb 24, 2026 | [The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883) |
| New customers absorbed without extra headcount | 30,000 | Feb 24, 2026 | [The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883) |
| Data processing expense, 2025 / 2024 | $43.2 million / $27.1 million | Dec 31, 2025 | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm) |
| Data processing expense, Q2 2026 (change year on year) | $8.9 million (-36.8%) | Jun 30, 2026 | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000055/buse-20260630.htm) |
| FirsTech segment revenue / net loss, 2025 | $21.6 million / $1.8 million | Dec 31, 2025 | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm) |
| Payment technology solutions fees, 2025 / 2024 | $20.0 million / $22.0 million | Dec 31, 2025 | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm) |
| Full-time equivalent associates | 1,833 (1,950 a year earlier; 1,914 at end-2025) | Jun 30, 2026 | [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000055/buse-20260630.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm) |
| Annual pre-tax expense synergy target from CrossFirst | $25.0 million, 100% realised in 2026 | Jan 27, 2026 | [First Busey Corporation](https://ir.busey.com/news-releases/news-release-details/first-busey-corporation-announces-2025-fourth-quarter-earnings/) |
| Share of human-assisted calls that are balance inquiries and transfers (Glia, vendor-reported) | over 19% | Sep 24, 2026 | [Glia (case study)](https://www.glia.com/case-study/busey-bank) |

## Quotes

> "At Busey, she will bring deep experience, proven leadership and specialized expertise to responsibly expand the ways AI and data transform our workflows and enhance how we serve our clients." — Chris Chan, Chief Financial Officer, Apr 6, 2026 ([Busey Bank](https://www.busey.com/about-us/news-and-announcements/busey-announces-director-of-ai-data-science-and-insights))

> "Busey delivered a strong second quarter, with adjusted diluted EPS of $0.69, up 9.5% year-over-year." — Van A. Dukeman, Chairman, President and CEO, Jul 28, 2026 ([First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2026/07/28/3334801/10701/en/First-Busey-Corporation-Announces-2026-Second-Quarter-Earnings.html))

> "The more interactions we can handle without human support, the more we can repurpose employees for higher impact." — Caitlin Drake, SVP, Director of Customer Experience and Support, Feb 24, 2026 ([The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883))

> "In the five months I've been overseeing the Glia platform for my organization, I've seen firsthand how it keeps getting better as the AI models evolve." — Skyler Martin, Consumer Process and Systems Administrator, Mar 30, 2026 ([Glia (Business Wire)](https://www.businesswire.com/news/home/20260330781668/en/Glia-Launches-CoPilot-an-Agentic-Knowledge-Partner-for-Every-Banking-Team))

> "CrossFirst is a natural fit alongside Busey's established commercial and wealth management offerings and our payment technology solutions business, FirsTech, Inc." — Van A. Dukeman, Chairman and Chief Executive Officer, Aug 27, 2024 ([First Busey Corporation (GlobeNewswire)](https://ir.busey.com/node/20281/pdf))

> "This quarter's bank merger and data conversion represents a significant milestone for our organization, as we officially welcome CrossFirst Bank customers to Busey Bank." — Van A. Dukeman, Chairman and Chief Executive Officer, Jul 22, 2025 ([First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2025/07/22/3119892/0/en/first-busey-corporation-announces-2025-second-quarter-earnings.html))

> "The goal is not to eradicate humans from the call center, but to use them intentionally where they add the most value." — Caitlin Drake, SVP, Director of Customer Experience and Support, Sep 24, 2026 ([Glia (case study)](https://www.glia.com/case-study/busey-bank))

> "By making us efficient and compliant at the same time, AI is a check in every box." — Caitlin Drake, SVP, Director of Customer Experience and Support, Sep 24, 2026 ([Glia (case study)](https://www.glia.com/case-study/busey-bank))

## Who runs AI

- **Van A. Dukeman** — Chairman, President and CEO (contract extended through July 2029) ([LinkedIn](https://www.linkedin.com/in/van-dukeman-a3909a379)) ([First Busey Corporation (GlobeNewswire)](https://globenewswire.com/news-release/2026/07/28/3334801/10701/en/First-Busey-Corporation-Announces-2026-Second-Quarter-Earnings.html), [First Busey Corporation (GlobeNewswire)](https://ir.busey.com/news-releases/news-release-details/busey-dukeman-agree-contract-extension/))
- **Chris Chan** — Chief Financial Officer (from September 2025; oversees artificial intelligence) ([LinkedIn](https://www.linkedin.com/in/christopher-chan-0470a756)) ([Busey Bank](https://www.busey.com/about-us/news-and-announcements/busey-announces-director-of-ai-data-science-and-insights), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448925000302/buse-20250924.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000049/buse_20260728x26q2xex992.htm))
- **Amy J. Fauss** — Chief Information and Technology Officer (from March 2025) ([LinkedIn](https://www.linkedin.com/in/amy-fauss-28a76b16/)) ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm))
- **Caitlin Drake** — SVP, Director of Customer Experience and Support ([LinkedIn](https://www.linkedin.com/in/caitlin-drake-ccxp-b6551310/)) ([The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883))
- **Adrianne Bernini** — Director of AI, Data Science and Insights ([LinkedIn](https://www.linkedin.com/in/adrianne-bernini-103391b0)) ([Busey Bank](https://www.busey.com/about-us/news-and-announcements/busey-announces-director-of-ai-data-science-and-insights))
- **Monica L. Bowe** — Chief Risk Officer (since January 2020); the 10-K places the cyber security programme under her; the Q2 2026 investor presentation lists model risk, vendor management and information security among her areas ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000049/buse_20260728x26q2xex992.htm))
- **Amy L. Randolph** — Chief Operating Officer (since October 2023); consumer and digital banking, marketing and enterprise and strategic projects per the Q2 2026 investor presentation ([First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm), [First Busey Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/314489/000031448926000049/buse_20260728x26q2xex992.htm))
- **Scott Anthony** — Executive Director of Technology (business systems, automation, data governance, network and infrastructure, technology support), working with CITO Amy Fauss ([Busey Bank](https://www.busey.com/about-us/news-and-announcements/scott-anthony-joins-busey-as-executive-director-of-technology))

## Which AI vendors and fintechs does Busey Bank work with?

| Company | What Busey Bank uses it for | Status | Category |
| --- | --- | --- | --- |
| [Glia](https://www.bankingnewsai.com/vendors/glia) | Glia Voice replacing the IVR, with the Glia Banker AI assistant (first deployed in 2024) handling 61.5% of calls without human help during the integration of a $7 billion acquisition (Glia case study). | In production | [Conversational AI](https://www.bankingnewsai.com/ai-tools/conversational-ai) |

Each vendor and fintech page cites the source for the relationship. [AI tools for banks](https://www.bankingnewsai.com/ai-tools) · [fintech and neobank AI dossiers](https://www.bankingnewsai.com/fintech).

## Regulators it answers to

- [Federal Reserve](https://www.bankingnewsai.com/ai-regulation/federal-reserve) — Busey Bank is a state member bank; SR 11-7 and SR 23-4 govern the AI/ML models the new function will build and the vendors it uses. See [SR 11-7](https://www.bankingnewsai.com/ai-regulation/documents/fed-sr-11-7), [SR 23-4](https://www.bankingnewsai.com/ai-regulation/documents/fed-sr-23-4).
- [CFPB](https://www.bankingnewsai.com/ai-regulation/cfpb) — Consumer and wealth products bring adverse-action and UDAAP duties to any automated decisioning. See [ECOA / Regulation B adverse action (15 U.S.C. 1691(d); 12 CFR 1002.9)](https://www.bankingnewsai.com/ai-regulation/documents/cfpb-ecoa-regulation-b-adverse-action).
- [SEC](https://www.bankingnewsai.com/ai-regulation/sec) — AI risk-factor language in investor materials sits within SEC scrutiny of AI-related disclosure. See [Division of Examinations FY2026 Priorities](https://www.bankingnewsai.com/ai-regulation/documents/sec-exam-priorities-fy2026).

## What the record suggests

### A named AI owner with a CFO sponsor is the right start

Reporting through finance ties models to revenue and efficiency targets; the next step is publishing which use cases the function is prioritising.

### Wealth and payments are the data-rich lines

Record wealth fees and a payment-technology business give the new function immediate places to apply analytics.

### Risk factors should evolve into governance disclosure

Listing AI as a risk is the minimum; a model-risk framework statement would match the hire.

### Post-CrossFirst data consolidation comes first

A doubled bank has two data estates; unifying them is the prerequisite for the models the role is meant to deliver.

## FAQ

### Does Busey Bank use AI?

Busey created its first director of AI, data science and insights in April 2026, hiring Adrianne Bernini from Huntington Bank with a mandate for responsible AI and machine-learning models that drive revenue, efficiency and productivity. It already uses AI in production: Glia voice-AI virtual assistants handled 61.5% of contact-centre calls after the CrossFirst deal, and its 10-K says AI-powered tools add layers of fraud and threat detection. No model inventory or AI budget has been disclosed; customer content covers AI-enabled fraud.

### How has Busey changed since the CrossFirst deal?

The $917 million acquisition of CrossFirst Bankshares closed on 1 March 2025, taking Busey from $12.05 billion of assets to about $20 billion combined (about $18 billion by mid-2026); CrossFirst Bank was merged into Busey Bank on 20 June 2025 and the holding company is now headquartered in Leawood, Kansas. By the second quarter of 2026 Busey reported net income of $63.2 million, an adjusted return on assets of 1.43%, a 54.0% efficiency ratio and record wealth fee income.

### Who leads AI at Busey Bank?

Adrianne Bernini, hired in April 2026 as Busey's first director of AI, data science and insights from Huntington Bank and earlier FNB, leads the AI and data-science function. Chief Financial Officer Chris Chan, who worked with her at FNB, sponsors the role, and the Q2 2026 investor presentation lists artificial intelligence in his remit. Technology belongs to Chief Information and Technology Officer Amy Fauss, with Scott Anthony as executive director of technology covering automation and data governance. Chief Risk Officer Monica Bowe administers the cyber programme and covers model risk and vendor management; no chief data officer is named.

### How does Busey use AI in payments and fraud?

Busey's payments business is FirsTech, a wholly owned Busey Bank subsidiary and reportable segment that processes bill payments, lockbox, ACH and direct debits; it earned $21.6 million of revenue and lost $1.8 million in 2025. No AI feature in FirsTech is disclosed. On fraud, the FY2024 10-K named Verafin as an AI-powered fraud-detection tool, and the FY2025 10-K says AI-powered tools add layers of fraud and threat detection without naming a vendor. The cyber programme follows the Cyber Risk Institute Profile and has been led by one CISO since September 2020.

### Which AI vendors does Busey Bank use?

The only AI vendor Busey has confirmed is Glia, whose digital virtual assistant went live in 2024 and whose voice AI replaced the 1-800 IVR before the CrossFirst conversion, handling 61.5% of calls; Glia also supplies call summaries and natural-language quality review, and says its platform runs on AWS services including Amazon Bedrock. Verafin was named for AI fraud detection in the FY2024 10-K. No AI lab, cloud, GPU or model-vendor agreement is disclosed, and a Google Patents search found no patents assigned to Busey, First Busey or FirsTech.

## Sources (27)

1. The Rise of AI in Fraud: What You Need to Know — Busey Bank, Feb 1, 2025. https://moneymatters.busey.com/busey-bank-the-rise-of-ai-in-fraud-what-you-need-to-know
2. Fraud in the Age of AI: Protecting Your Business from Deepfake Threats — Busey Bank, Jun 1, 2025. https://moneymatters.busey.com/busey-bank-fraud-in-the-age-of-ai-protecting-your-business-from-deepfake-threats
3. First Busey closes acquisition of CrossFirst — American Banker, Mar 7, 2025. https://www.americanbanker.com/list/first-busey-closes-acquisition-of-crossfirst
4. Head start: Old National says Bremer deal will close early — American Banker, Apr 22, 2025. https://americanbanker.com/news/head-start-old-national-says-bremer-deal-will-close-early
5. Bernini Joins Busey as Director of AI — Busey Bank, Apr 6, 2026. https://www.busey.com/about-us/news-and-announcements/busey-announces-director-of-ai-data-science-and-insights
6. Q1 2026 Earnings Investor Presentation — First Busey Corporation, Apr 28, 2026. https://ir.busey.com/static-files/e566cc4a-c381-404d-a3b6-e8d0a79aced4
7. First Busey Corporation Announces 2026 Second Quarter Earnings — First Busey Corporation (GlobeNewswire), Jul 28, 2026. https://globenewswire.com/news-release/2026/07/28/3334801/10701/en/First-Busey-Corporation-Announces-2026-Second-Quarter-Earnings.html
8. First Busey Corporation Annual Report on Form 10-K for the fiscal year ended December 31, 2025 — First Busey Corporation (SEC filings), Feb 26, 2026. https://www.sec.gov/Archives/edgar/data/314489/000031448926000013/buse-20251231.htm
9. Q2 2026 Earnings Investor Presentation (Form 8-K, Exhibit 99.2) — First Busey Corporation (SEC filings), Jul 28, 2026. https://www.sec.gov/Archives/edgar/data/314489/000031448926000049/buse_20260728x26q2xex992.htm
10. First Busey Corporation Form 8-K (Item 5.02: appointment of Christopher H.M. Chan as Chief Financial Officer) — First Busey Corporation (SEC filings), Sep 26, 2025. https://www.sec.gov/Archives/edgar/data/314489/000031448925000302/buse-20250924.htm
11. First Busey Corporation Completes Acquisition of CrossFirst Bankshares, Inc. and CrossFirst Bank — First Busey Corporation, Mar 3, 2025. https://ir.busey.com/news-releases/news-release-details/first-busey-corporation-completes-acquisition-crossfirst
12. Building Relationships When Checking No Longer Confers Primacy — The Financial Brand, Feb 24, 2026. https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883
13. Glia Launches CoPilot, an Agentic Knowledge Partner for Every Banking Team — Glia (Business Wire), Mar 30, 2026. https://www.businesswire.com/news/home/20260330781668/en/Glia-Launches-CoPilot-an-Agentic-Knowledge-Partner-for-Every-Banking-Team
14. Awards & Recognition — Busey Bank, Sep 24, 2026. https://busey.com/awards-and-recognition
15. Leaving the 'numbing' tasks to machines — American Banker, Nov 11, 2021. https://www.americanbanker.com/news/leaving-the-morale-crushing-tasks-to-robots
16. Busey, Dukeman Agree to Contract Extension — First Busey Corporation (GlobeNewswire), Jul 14, 2026. https://ir.busey.com/news-releases/news-release-details/busey-dukeman-agree-contract-extension/
17. Busey Bank: 30,000 New Customers, Zero Hiring — Glia (case study), Sep 24, 2026. https://www.glia.com/case-study/busey-bank
18. First Busey Corporation and CrossFirst Bankshares, Inc. Announce Transformative Partnership — First Busey Corporation (GlobeNewswire), Aug 27, 2024. https://ir.busey.com/node/20281/pdf
19. First Busey Corporation Annual Report on Form 10-K for the fiscal year ended December 31, 2024 — First Busey Corporation (SEC filings), Feb 27, 2025. https://www.sec.gov/Archives/edgar/data/314489/000031448925000041/buse-20241231.htm
20. First Busey Corporation Announces 2025 Second Quarter Earnings — First Busey Corporation (GlobeNewswire), Jul 22, 2025. https://globenewswire.com/news-release/2025/07/22/3119892/0/en/first-busey-corporation-announces-2025-second-quarter-earnings.html
21. First Busey Corporation Announces 2025 Third Quarter Earnings — First Busey Corporation (GlobeNewswire), Oct 28, 2025. https://globenewswire.com/news-release/2025/10/28/3176012/10701/en/First-Busey-Corporation-Announces-2025-Third-Quarter-Earnings.html
22. First Busey Corporation Announces 2025 Fourth Quarter Earnings — First Busey Corporation, Jan 27, 2026. https://ir.busey.com/news-releases/news-release-details/first-busey-corporation-announces-2025-fourth-quarter-earnings/
23. First Busey Corporation Quarterly Report on Form 10-Q for the quarter ended June 30, 2026 — First Busey Corporation (SEC filings), Aug 6, 2026. https://www.sec.gov/Archives/edgar/data/314489/000031448926000055/buse-20260630.htm
24. Anthony Named Executive Director of Technology — Busey Bank, Aug 3, 2026. https://www.busey.com/about-us/news-and-announcements/scott-anthony-joins-busey-as-executive-director-of-technology
25. Busey Bank Digital Banking In The Know, April 23, 2026 — Busey Bank, Apr 23, 2026. https://busey.com/assets/files/GMNo9kJG/DigitalBankingInTheKnow_042326.pdf
26. Busey Bank Digital Banking In The Know, May 20, 2026 — Busey Bank, May 20, 2026. https://busey.com/assets/files/GYjzXVex/DigitalBankingInTheKnow_052026.pdf
27. Busey Bank Digital Banking In The Know, June 2026 — Busey Bank, Jun 11, 2026. https://busey.com/assets/files/Bw7Fi3VO/DigitalBankingInTheKnow_061126.pdf

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