# Fifth Third Bancorp: Virtual assistant Source: https://www.bankingnewsai.com/banks/fifth-third/virtual-assistant Last updated: Oct 16, 2026 *Part of the [Fifth Third Bancorp AI strategy profile](https://www.bankingnewsai.com/banks/fifth-third).* ## What is Jeanie, and how does Fifth Third use AI in its virtual assistant? Jeanie is the AI assistant in Fifth Third's mobile app, introduced in 2020 and rebuilt twice: the bank's investor deck lists AI-powered Jeanie 2.0 in 2023, Jeanie 3.0 in 2025 and 'Agentic Jeanie' with AI-powered universal search as 2026 milestones. Its language-understanding model, re-architected from a LivePerson algorithm, recognizes about 150 intents; intent accuracy rose from about 20-25% at launch to about 90%, and self-service containment from 3% to 42%, per the bank and its former AI transformation director Art Weston. On June 17, 2026 Fifth Third added an AI-powered interface that lets customers type a request such as 'replace card' and be routed to a screen, the chatbot or a person, trained on hundreds of millions of interactions; the bank says future agentic capabilities will span account opening, routine service, fraud and disputes, and financial advice. After the Comerica conversion in September 2026 Jeanie handled all intents in Spanish and English and search and Jeanie use doubled in the first week among former Comerica customers. Jeanie was named Best Chatbot at the 2026 Tearsheet AI Innovation Awards. The bank deliberately kept generative AI out of customer conversations, its CMO said in October 2026. ([Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000197/a2026bostonroadshow-fina.htm), [American Banker](https://americanbanker.com/news/overhauling-chatbots-harnessing-gen-ai-art-weston-fifth-third), [Fifth Third](https://www.53.com/content/fifth-third/en/media-center/press-releases/2026/press-release-2026-08-12.html), [Fifth Third via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202606170800BIZWIRE_USPRX____20260617_BW555789-1), [Investing.com](https://investing.com/news/transcripts/fifth-third-at-barclays-conference-comerica-deal-lifts-growth-plans-93CH-4901613), [The Financial Brand](https://thefinancialbrand.com/banking-podcasts/fifth-third-succeeds-through-empowered-employees)) ## How has Jeanie evolved since launch? | Date | Milestone | Detail | Sources | | --- | --- | --- | --- | | 2020 | Jeanie chatbot introduced | Listed with MyDay in the bank's 'Evolution of Fifth Third' timeline | [Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000197/a2026bostonroadshow-fina.htm) | | 2023 | AI-powered Jeanie 2.0 | Released alongside the Newline platform, per the investor deck | [Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000197/a2026bostonroadshow-fina.htm) | | June 21, 2024 | Language-understanding overhaul | Art Weston: intent accuracy rose from about 25% to about 90% after the LivePerson algorithm was re-architected; about 150 actions recognised, about half automated; 'no doom loops' | [American Banker](https://americanbanker.com/news/overhauling-chatbots-harnessing-gen-ai-art-weston-fifth-third) | | 2025 | Improved Jeanie 3.0 | Per the investor deck | [Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000197/a2026bostonroadshow-fina.htm) | | October 30, 2025 | Jeanie behind app search | Erin Crawford, head of consumer digital: the bank is using Jeanie to enhance search, using AI to 'figure out those intents' faster, which she said could help integrating Comerica customers | [Banking Dive](https://www.bankingdive.com/news/fifth-third-bank-mobile-app-enhancements-comerica-money2020/804263/) | | June 17, 2026 | AI-powered interface | Type a request and be routed to a screen, the chatbot or a representative; trained on hundreds of millions of interactions; 150 pre-populated intents; listed in the Q2 2026 deck as an 'intuitive AI-powered navigation experience' | [Fifth Third via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202606170800BIZWIRE_USPRX____20260617_BW555789-1), [American Banker](https://www.americanbanker.com/news/fifth-third-injects-ai-into-its-mobile-app), [Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000193/fifththirdbancorppresent.htm) | | August 12, 2026 | Best Chatbot, Tearsheet AI Innovation Awards | Accuracy from about 20% to about 90%; containment from 3% to 42% | [Fifth Third](https://www.53.com/content/fifth-third/en/media-center/press-releases/2026/press-release-2026-08-12.html) | | September 15, 2026 | Bilingual after the Comerica conversion | COO Jamie Leonard: Jeanie handles all intents in Spanish and English; search and Jeanie activity doubled in the first week for former Comerica customers | [Investing.com](https://investing.com/news/transcripts/fifth-third-at-barclays-conference-comerica-deal-lifts-growth-plans-93CH-4901613) | | 2026 | Agentic Jeanie | Listed as a 2026 milestone in the July and September 2026 investor decks; no launch date or capability list published | [Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000197/a2026bostonroadshow-fina.htm), [Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000219/a2026barclaysconference-.htm) | ## How big is Jeanie's audience, and how is it designed? Jeanie lives inside an app with more than 2.4 million monthly users and more than 1 billion digital interactions a year. Average active mobile users rose from 2.43 million in Q2 2025 to 2.57 million in Q2 2026 and active digital users from 3.17 million to 3.27 million, per the Q2 2026 earnings deck; the bank shipped more than 400 app updates in 2025. ([Fifth Third via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202606170800BIZWIRE_USPRX____20260617_BW555789-1), [Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000193/fifththirdbancorppresent.htm), [PYMNTS](https://www.pymnts.com/news/banking/2026/fifth-third-says-new-banking-app-drives-engagement-originations/)) The design choice is accuracy over generative fluency. Chief marketing officer Melissa Stevens said in October 2026 that the bank deliberately kept generative AI away from customers. Ben Hoffman said in May 2025 that traditional chatbots force users 'down very linear paths' and that in a generative AI world a chatbot could move 'a lot more dynamically'; the June 2026 interface uses language-understanding models to route rather than to generate answers, and Hoffman described it as 'the first step toward changing the interface of banking itself'. ([The Financial Brand](https://thefinancialbrand.com/banking-podcasts/fifth-third-succeeds-through-empowered-employees), [The Financial Brand](https://thefinancialbrand.com/news/banking-technology/in-crypto-and-ai-fifth-third-balances-innovation-excitement-with-practical-application-189041), [Fifth Third via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202606170800BIZWIRE_USPRX____20260617_BW555789-1)) What is next, per the bank: customer engagement data from the interface will be used to prioritise 'future AI powered agentic capabilities spanning account opening, routine service, fraud and disputes, and financial advice'. The CIO listed a multilingual chatbot among 2026 priorities. Not disclosed: Jeanie's monthly users or conversation volume, the model behind the 2026 interface, or any customer-satisfaction or complaint figures. ([Fifth Third via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202606170800BIZWIRE_USPRX____20260617_BW555789-1), [American Banker](https://www.americanbanker.com/news/fifth-thirds-cio-jude-schramm-is-28-on-the-most-innovative-people-in-finance-ranking)) ## What does the Fifth Third profile record on this topic? | Date | Move | Detail | Sources | | --- | --- | --- | --- | | Oct 1, 2026 | CMO: generative AI kept away from customers on purpose | Melissa Stevens tells The Financial Brand's podcast that Fifth Third deliberately kept generative AI away from its customers, choosing accuracy over personality, after growing Jeanie from barely 20% accuracy in its early days to the low 90s; she also discusses carrying 500,000 Comerica customers into the Fifth Third brand without breaking their trust. | [The Financial Brand](https://thefinancialbrand.com/banking-podcasts/fifth-third-succeeds-through-empowered-employees) | | Sep 15, 2026 | Barclays conference: AI in the conversion, bilingual Jeanie and search usage doubles | COO Jamie Leonard says Jeanie now handles all intents in Spanish and English, and search and Jeanie activity doubled in the first week for former Comerica customers; AI was used for conversion monitoring, code writing and due-diligence savings work. | [Investing.com](https://investing.com/news/transcripts/fifth-third-at-barclays-conference-comerica-deal-lifts-growth-plans-93CH-4901613) | | Sep 14, 2026 | Investor deck lists 'Agentic Jeanie' as a 2026 milestone | Barclays conference presentation: 'Agentic Jeanie & universal search powered by AI' in the bank's two-decade timeline; about 25,200 employees and $300 billion of assets after Comerica. | [Fifth Third (SEC filing)](https://www.sec.gov/Archives/edgar/data/35527/000003552726000219/a2026barclaysconference-.htm) | | Aug 12, 2026 | Jeanie named Best Chatbot of 2026 | Tearsheet AI Innovation Awards. | [Fifth Third](https://www.53.com/content/fifth-third/en/media-center/press-releases/2026/press-release-2026-08-12.html) | | Jun 17, 2026 | AI-powered interface in the mobile app | 150 intents, trained on hundreds of millions of interactions; 'the first step toward changing the interface of banking itself'. | [Fifth Third via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202606170800BIZWIRE_USPRX____20260617_BW555789-1), [American Banker](https://www.americanbanker.com/news/fifth-third-injects-ai-into-its-mobile-app) | | Jun 1, 2026 | CIO: about 1,000 engineers on AI tools, caution on agents | Schramm lists AI in lending and credit processes and a multilingual chatbot as 2026 priorities; real-time payments throughput rose from 35 to 140 transactions a second and technology changes saved $200 million a year; on agents touching deposit and loan systems, 'we've got to be really intentional'. | [American Banker](https://www.americanbanker.com/news/fifth-thirds-cio-jude-schramm-is-28-on-the-most-innovative-people-in-finance-ranking) | | Nov 25, 2025 | NLU patent granted | US 12,482,454 B2 issues from the 2023 application; inventors include Art Weston, the bank's AI transformation lead. | [Google Patents (USPTO)](https://patents.google.com/patent/US12482454B2/en) | | Jun 6, 2025 | 'Intentionally unsexy' app improvements | Jeanie and incremental mobile enhancements; tech and communications spend $474 million in 2024. | [Banking Dive](https://www.bankingdive.com/news/fifth-third-bank-mobile-app-improvements-ai-strategy-jeanie/749973/) | | Jun 21, 2024 | Jeanie language-understanding overhaul and AI patent filings | Art Weston, director of AI transformation, says Jeanie's intent accuracy rose from about 25% to about 90% after the language-understanding algorithm (from chatbot provider LivePerson) was re-architected; Jeanie recognises 150 actions and about half were automated. He had applied for patents on the work and on gen-AI risks such as hallucination and jailbreaking. | [American Banker](https://americanbanker.com/news/overhauling-chatbots-harnessing-gen-ai-art-weston-fifth-third) | ## Common questions ### Is Jeanie a generative AI chatbot? Not in the sense of generating free-form answers. Jeanie runs on natural-language-understanding models that recognise intents and route customers, and the June 2026 interface is described the same way. Chief marketing officer Melissa Stevens said in October 2026 that Fifth Third deliberately kept generative AI away from customers, choosing accuracy over personality. ### How accurate is Jeanie? The bank says Jeanie's intent recognition rose from about 20% in its early days to about 90%, and the share of conversations fully handled without a person rose from 3% to 42%. In June 2024 Art Weston put the jump at about 25% to about 90% after the language-understanding layer was re-architected. These are the bank's figures; no independent test has been published. ### What is Agentic Jeanie? A 2026 milestone in Fifth Third's investor decks, listed with AI-powered universal search. The bank has not published what it does or when it launches. The June 2026 release says the AI interface is a foundation for 'future agentic experiences where customers can ask the bank to take action' in account opening, routine service, fraud and disputes, and financial advice. ### Does Jeanie speak Spanish? Yes. At the Barclays conference on September 15, 2026, chief operating officer Jamie Leonard said Jeanie now handles all intents in Spanish and English, and that search and Jeanie activity doubled in the first week for customers who came over from Comerica in the systems conversion. ### Who built Jeanie? Fifth Third's own AI and product teams, on a language-understanding algorithm from chatbot provider LivePerson that was re-architected around 2024. Art Weston, then director of AI transformation, led the overhaul and is a named inventor on the bank's patent for training and deploying natural-language-understanding models, granted in November 2025. ## Deeper on Fifth Third - [What is Fifth Third's AI strategy?](https://www.bankingnewsai.com/banks/fifth-third/ai-strategy) - [What AI patents, research and partnerships does Fifth Third have?](https://www.bankingnewsai.com/banks/fifth-third/ai-research-patents-partnerships) - [How does Fifth Third use AI in payments?](https://www.bankingnewsai.com/banks/fifth-third/payments-ai) - [What technology stack does Fifth Third run?](https://www.bankingnewsai.com/banks/fifth-third/technology-stack) --- Canonical page: https://www.bankingnewsai.com/banks/fifth-third/virtual-assistant Part of [BankingNewsAI](https://www.bankingnewsai.com/) — a free daily brief on AI in banking, an AI regulation tracker (42 authorities, 243 documents) and AI-strategy profiles of the 120 largest US banks. 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