What is Frost Bank's AI strategy?
Frost puts AI behind its people rather than in front of its customers. Chairman and CEO Phil Green wrote in the 2025 annual report (March 2026) that on AI 'our company is fully engaged' and that he is 'satisfied with the investments and the progress we are making', applying it 'consistent with our culture in a way that will make our customers' lives better'. Jimmy Stead, chief consumer banking and technology officer, said in January 2025 that Frost has avoided fronting customer conversations with a bot and does not expect ever to, while AI will let customers tell the app 'in your own words' what they need. The concrete tools are employee-side: a LivePerson co-pilot reported in July 2024, generative-AI agent tools that LivePerson says help Frost answer in under 60 seconds, and a 'Contact Center Copilot' that the August 2026 investor deck credits, with call-center modernization and enhanced chat, for handling 38% more calls with 14% more staff. In July 2024 Laura Miller named fraud detection as a likely early use case and said AI underwriting would wait for regulatory clarity. Frost has disclosed no AI budget and no head of AI; its 10-K has carried an AI 'unintended consequences' risk factor since the fiscal 2023 filing.[1][2][3][4][5][6]
Data as of Oct 16, 2026 · Frost profile updated Oct 13, 2026 · 17 sources cited on this page · 140 banks profiled on this site · Markdown
What have Frost's executives said about AI, and when?
In date order. Quotes as published by the cited source.
| Who | What they said | Where | Date |
|---|---|---|---|
| Laura Miller, EVP Consumer Strategy and Digital | 'AI allows us to take our humans and turn them into super humans'; Frost uses LivePerson's generative-AI agent efficiency tools so human agents respond in under 60 seconds to hundreds of thousands of conversations a year | LivePerson case study, summarized in a LivePerson release | June 2024 (release September 24, 2024)[4] |
| Laura Miller | Fraud detection is likely one of the early AI use cases at Frost; AI in underwriting waits for regulatory and compliance clarity; the focus is 'less about operational efficiency' | Bank Automation News interview | July 29, 2024[3] |
| Jimmy Stead, Chief Consumer Banking and Technology Officer | AI will make apps 'smarter, and better, and more customized'; customers will tell the app what they need 'in your own words'; Frost has 'absolutely avoided fronting conversations with a customer using a bot' | Banking Dive interview | January 29, 2025[2] |
| Phil Green, Chairman and CEO | Frost continues 'to invest in our award-winning technology to upgrade legacy systems, enhance cybersecurity, and support agile system development'; cites the self-developed mobile app as an example | 2024 annual report letter | March 21, 2025[7] |
| Phil Green | 'Regarding artificial intelligence (AI), I believe our company is fully engaged, and I am satisfied with the investments and the progress we are making' | 2025 annual report letter | March 20, 2026[1] |
| Phil Green | Top J.D. Power ratings in Texas for both people and digital channels show 'our ability to combine great service with smart technology' | J.D. Power release | March 26, 2026[8] |
| Investor presentation | Call-center gains 'facilitated by' call-center modernization, a Contact Center Copilot and enhanced customer chat; 24/7 phone and chat support 'with real humans' | Q2 2026 investor deck (8-K) | August 17, 2026[5] |
What do Frost's SEC filings say about AI?
Every passage that mentions artificial intelligence in the annual and quarterly filings checked, plus the governance disclosures around them.
| Filing | What it says | Date |
|---|---|---|
| 10-K for 2023 | First appearance of the AI risk factor: implementing new technologies 'such as those related to artificial intelligence, automation and algorithms' may have 'unintended consequences'; reliance on cloud technologies 'is growing' (one mention of artificial intelligence) | February 6, 2024[6] |
| 10-K for 2024 | Same risk factor, plus attack techniques that evolve 'as a result of artificial intelligence' (two mentions) | February 6, 2025[9] |
| 10-K for 2025 | Adds adoption of AI as a cyber-attack risk and AI as an aid to fraudsters (four mentions); the CIO reports to the chief consumer banking officer | February 5, 2026[10] |
| 2026 proxy statement | The board's Technology and Cybersecurity Committee, chaired by former Cloudflare field CTO John Engates, approves technology budgets and hears quarterly from the CIO and CISO | March 20, 2026[11] |
| Frost Investment Services Form ADV | Limited use of AI-based tools for internal research and administration; not used for investment decisions, advice or trades | March 25, 2026[12] |
| 10-Q for Q2 2026 | Adds 'advances in artificial intelligence and quantum computing' to forward-looking risk factors; the Q1 2026 10-Q did not | July 30, 2026[13][14] |
What has Frost not disclosed about its AI strategy?
Frost has not published an AI budget, an AI program name, AI principles or a head of AI. The CEO's March 2026 letter speaks of 'investments' in AI without a figure; the nearest disclosed numbers are total technology costs, such as $35.9 million of technology spend in the second quarter of 2024 and a $17.3 million (11.6%) rise in technology, furniture and equipment expense in 2025, led by cloud services.[1][3][10]
AI was not discussed on the October 2025 or July 2026 earnings calls. The investor deck names a Contact Center Copilot without naming a supplier; LivePerson is the only AI vendor Frost has been publicly linked to. Whether Frost uses Blend's agentic Autopilot pre-underwriting system, live across Blend lenders since March 2026, is not public.[15][16][5][4][17]
What does the Frost profile record on this topic?
The rows below are the entries of the Frost AI strategy profile that bear on this page, as of Oct 13, 2026; the profile holds the full record of 22 dated moves, 9 use cases and 26 sources.
| Use case | What the record shows | Status | Source |
|---|---|---|---|
| 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 | [5][2] |
| AI risk factors in the 10-K | Unintended consequences from AI, automation and algorithms; AI adoption increasing cyber-attack exposure; AI enhancing criminals' ability to defeat fraud controls. | In production | [10] |
| AI co-pilot for contact-centre representatives | LivePerson's co-pilot summarises calls and prompts representatives; Frost also uses it for conversation analysis, sentiment analysis and quality assurance (reported July 2024; the relationship was then more than three years old). | In production | [3] |
| AI fraud detection as the expected first use case | Laura Miller said fraud detection is likely to be one of the early AI use cases at Frost and most banks; no model, vendor or result has been disclosed. | Announced | [3] |
| Limited AI tools in the investment adviser | Frost Investment Services restricts AI-based tools to internal research, operational and administrative work under supervisory controls, and says they do not make investment decisions or trades. | In production | [12] |
| Date | Move | Detail | Source |
|---|---|---|---|
| Aug 17, 2026 | Investor deck names a contact-centre copilot | Call-centre staffing up 14% and call volume up 38% (as of December 2025), 'facilitated by' call-centre modernisation, a contact-centre copilot and enhanced customer chat; 66% of tier-one capabilities modernised, 40% in the cloud. | [5] |
| Jul 30, 2026 | Q2 2026 call: no discussion of AI | Phil Green and Dan Geddes cover loan growth, expansion and deposits; the transcript contains no reference to AI or technology investment. | [16] |
| Jul 30, 2026 | Q2 2026 10-Q adds AI to forward-looking risks | The 10-Q lists 'advances in artificial intelligence and quantum computing' among technological changes that could affect results; the Q1 2026 10-Q does not. | [13][14] |
| Mar 25, 2026 | Frost Investment Services discloses limited AI use | Form ADV Part 2A says the firm makes limited use of tools that may include AI for internal research and administration, not for investment decisions, advice or trades, with supervisory controls. | [12] |
| Mar 20, 2026 | Proxy statement sets out technology governance | The Technology and Cybersecurity Committee, chaired by former Cloudflare field CTO John Engates, approves technology and information-security budgets annually and receives quarterly reports from the CIO and CISO; director Linda Rutherford previously led AI and data transformation at Southwest Airlines. | [11] |
| Feb 5, 2026 | 2025 10-K: AI's 'unintended consequences' | The risk factors cover AI, automation and algorithms in business processes, AI adoption widening the cyber-attack surface, and AI-enhanced fraud against the bank's controls. | [10] |
| Oct 30, 2025 | Q3 2025 call: technology expense, no AI | The CFO cites higher technology expense among the drivers of a 1.7% linked-quarter rise in noninterest expense; the transcript contains no discussion of AI. | [15] |
| Feb 6, 2025 | 2024 10-K already warns of AI 'unintended consequences' | Two mentions of artificial intelligence: unintended consequences of AI, automation and algorithms in business processes, and attack techniques that evolve 'as a result of artificial intelligence'. | [9] |
| Jan 29, 2025 | 'AI will make banking apps simpler' | Stead on the next decade of mobile banking. | [2] |
| Jul 29, 2024 | Frost sets out its AI plans to Bank Automation News | Laura Miller says the focus is customer experience, fraud detection is the likely first AI use case and AI underwriting waits for regulatory clarity; a LivePerson co-pilot supports contact-centre staff; Q2 2024 technology spend was $35.9 million, up 8%. | [3] |
What did Frost's CEO say about AI in the 2025 annual report?
In his letter to shareholders, filed with the SEC on March 20, 2026, Phil Green wrote: 'Regarding artificial intelligence (AI), I believe our company is fully engaged, and I am satisfied with the investments and the progress we are making.' He added that, as with other significant technology developments, Frost is focused on using AI consistent with its culture in a way that makes customers' lives better. He gave no figure for the investment.
Does Frost Bank use an AI chatbot with customers?
No customer-facing bot has been disclosed. Jimmy Stead told Banking Dive in January 2025 that Frost has avoided fronting customer conversations with a bot and does not think it ever will. Frost's investor decks promise 24/7 phone and chat support 'with real humans'. AI is used behind the agent: a LivePerson co-pilot and generative-AI agent tools, and a Contact Center Copilot named in the August 2026 deck.
Where does Frost expect to use AI first?
In July 2024 Laura Miller, EVP of consumer strategy and digital, told Bank Automation News that fraud detection was likely to be one of the early AI use cases at Frost and at most banks, and that Frost would wait for regulatory and compliance clarity before using AI in underwriting. The contact center is where AI is already in production, according to LivePerson and Frost's 2026 investor presentation.
Who is responsible for AI at Frost?
Frost has not named a chief AI officer. Technology sits with Jimmy Stead, Group EVP and chief consumer banking and technology officer, whose remit includes digital services, consumer operations and the contact center; the 2025 10-K says the CIO reports to the chief consumer banking officer. The board's Technology and Cybersecurity Committee approves technology budgets and receives quarterly reports from the CIO and CISO.
How long has Frost's 10-K mentioned artificial intelligence?
Since the 10-K for fiscal 2023, filed February 6, 2024, which warned that new technologies 'such as those related to artificial intelligence, automation and algorithms' may have unintended consequences. The fiscal 2024 10-K mentions AI twice and the fiscal 2025 10-K four times, adding AI-driven cyber-attack and fraud risks. The Q2 2026 10-Q added AI to its forward-looking factors.
- Cullen/Frost Bankers 2025 Annual Report to shareholders (chairman's letter)
- Frost Bank exec: AI to usher in simpler mobile banking era
- Inside look: Frost Bank's AI and payments strategy
- LivePerson delivers measurable returns on AI investments to enterprises across the globe
- Cullen/Frost Q2 2026 investor presentation (Form 8-K, Exhibit 99.1)
- Cullen/Frost Bankers Annual Report on Form 10-K for the fiscal year ended December 31, 2023
- Cullen/Frost Bankers 2024 Annual Report to shareholders (chairman's letter)
- For 17th consecutive year, Frost Bank ranks highest in the J.D. Power Retail Banking Satisfaction Study in Texas
- Cullen/Frost Bankers Annual Report on Form 10-K for the fiscal year ended December 31, 2024
- Cullen/Frost Bankers Annual Report on Form 10-K for the fiscal year ended December 31, 2025
- Cullen/Frost Bankers 2026 Proxy Statement (DEF 14A)
- Form ADV Part 2A - Frost Investment Services, LLC firm brochure
- Cullen/Frost Bankers Quarterly Report on Form 10-Q for the quarter ended June 30, 2026
- Cullen/Frost Bankers Quarterly Report on Form 10-Q for the quarter ended March 31, 2026
- Cullen/Frost (CFR) Q3 2025 earnings call transcript (The Motley Fool)
- Cullen/Frost (CFR) Q2 2026 earnings call transcript (The Motley Fool)
- Early Production Results for Blend's Autopilot Show What Agentic AI Means For Lending
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