What client experience technology does Frost Bank offer?
Frost pairs a self-developed mobile app with 24/7 human service and measures the result in J.D. Power scores. In the 2026 U.S. Retail Banking Satisfaction Study Frost ranked highest in Texas for the 17th straight year, with a score of 757, 76 points above the regional average, and first in all eight dimensions including digital channels. Its investor decks track the shift online: 50% of consumer deposit accounts came from the online channel in Q4 2023, 45% in Q2 2024, 47% in Q2 2025 and 53% in Q4 2025 and Q2 2026, when 81% of checking households engaged digitally in the month and the app held a 4.9 App Store rating. Rebuilding deposit account opening on Blend lifted completion from 50% to 80%, cut manual review from 15% to 3% and raised net promoter score from 90 to 94 (August 2026). Features added over the years include Zelle (2017), Plaid connections with in-app controls (2022), Atomic direct deposit switching (2024) and Known Caller, which recognizes customers who call from the app. AI sits behind the agent, not in front of the customer: the decks promise phone and chat support 'with real humans'.[1][2][3][4][5][6][7][8][9][10][11]
Data as of Oct 16, 2026 · Frost profile updated Oct 13, 2026 · 19 sources cited on this page · 140 banks profiled on this site · Markdown
How much of Frost's consumer business has moved online?
From the 'Technology Highlights' slide of each investor presentation filed with the SEC. Frost reports these figures for the quarter named.
| Quarter | Consumer deposit accounts opened online | Consumer digital money movement, year on year | Other |
|---|---|---|---|
| Q4 2023 | 50% | +8% | 24% of all new accounts opened online[2] |
| Q2 2024 | 45% | +11% | Highest-rated consumer banking app of all U.S. banks[3] |
| Q4 2024 | 46% | +12.3% | Atomic Direct Deposit Switch introduced[12] |
| Q2 2025 | 47% | +10% | New features for a 'more personalized, secure, and goal-oriented' digital experience[4] |
| Q4 2025 | 53% | +8% | 24/7 phone and chat support 'with real humans'[5] |
| Q2 2026 | 53% | +10% | 4.9 App Store rating; 81% of checking households engaged digitally in the past month[6] |
Which digital tools has Frost launched, and with what results?
Launch dates and results as Frost or its partner published them.
| Tool | What it does | Result or scale | Date |
|---|---|---|---|
| Send Money with Zelle | Person-to-person payments in the Frost app, unlimited payments per day | Nearly $41 million sent or received through Send Money since Frost joined Zelle in September 2016, as the first Texas-based bank | September 14, 2017[8] |
| Blend lending and deposits | Mortgage, consumer lending and deposit opening on one platform with auto-payment setup | Deposit opening: completion 50% to 80%, manual review 15% to 3%, six to seven minutes, NPS 90 to 94 | 2021 extension; results August 18, 2026[13][7] |
| Plaid Manage Connections | Customers see and revoke every fintech connection made through Plaid inside the app | About 400,000 customers | 2022[9] |
| Atomic Direct Deposit Switch | Move a paycheck's direct deposit to Frost from inside the app | Not disclosed | April 23, 2024[10] |
| Known Caller | Calling from inside the Frost app identifies the customer without security questions | Not disclosed | Listed on frostbank.com (October 2026)[11] |
| Contact center AI (LivePerson; Contact Center Copilot) | Generative-AI agent tools behind human agents; call summaries and prompts | 91% CSAT and under-60-second responses (LivePerson); 38% more calls with 14% more staff (December 2025) | 2024; 2026[14][15][6] |
How do customers rate Frost's digital and service experience?
In the J.D. Power 2025 U.S. Retail Banking Satisfaction Study Frost scored 745, 68 points above the Texas average, and ranked first in six of seven dimensions including digital channels. In 2026 it scored 757, 76 points above average, and ranked first in all eight dimensions, including net promoter score, resolving complaints and digital channels; it has topped Texas in all 17 years J.D. Power has surveyed the state separately.[16][1]
Frost markets its approach as 'Technology with a Human Side' and promises a human on the phone 24/7. Stead said in January 2025 that Frost would not front customer conversations with a bot, but expects AI to let customers describe what they need to the app in their own words; no such conversational feature has been announced.[11][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 |
|---|---|---|---|
| Digital account opening and lending on Blend | Automated review cut manual handling to 3%; lending on Blend since 2020. | In production | [7] |
| 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 | [6][17] |
| 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 | [15] |
| Fraud and sanctions-screening modernisation | Listed as completed in the August 2026 investor deck's digital-transformation timeline; the deck does not say whether models are involved. | In production | [6] |
| Date | Move | Detail | Source |
|---|---|---|---|
| Aug 27, 2026 | Blend 'Ecosystem Expander' award | Blend credits Frost with scaling its platform across four major lines of business; the award went to Katie Keating's consumer products team. | [18] |
| Aug 20, 2026 | Blend reports agentic Autopilot results across lenders | 50,000-plus live loans since March 2026; Frost's participation undisclosed. | [19] |
| Aug 18, 2026 | Blend account-opening results published | Completion 80%, manual review 3%, NPS 94. | [7] |
| 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. | [6] |
| 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%. | [15] |
| Apr 23, 2024 | Atomic direct-deposit switching | Frost adds Atomic so customers can move direct deposit to Frost inside its app; Stead is quoted in the announcement. | [10] |
What share of Frost's new deposit accounts is opened online?
Frost's investor presentations put the online channel at 50% of consumer deposit account openings in Q4 2023, 45% in Q2 2024, 46% in Q4 2024, 47% in Q2 2025 and 53% in both Q4 2025 and Q2 2026. In Q4 2023 the bank also said 24% of all new accounts were opened online.
What did Frost's switch to Blend for account opening achieve?
Blend and Frost said on August 18, 2026 that digital account-opening completion rose from 50% to 80%, applications needing manual review fell from 15% to 3%, accounts open in six to seven minutes, completed digital applications rose 60% and net promoter score moved from 90 to 94. Frost first used Blend for home equity and extended it to mortgage, consumer banking and deposits in October 2021.
How is Frost's mobile app rated?
Frost's Q2 2026 investor presentation reports a 4.9 average review in Apple's App Store and says no U.S. bank has a higher rating; earlier decks call it the highest-rated consumer banking mobile app of all U.S. banks. In J.D. Power's 2026 study Frost ranked first in Texas on digital channels as well as people.
Does Frost use AI in customer service?
Only behind human agents. LivePerson says Frost uses its generative-AI agent efficiency tools so agents answer in under 60 seconds, and Frost's 2026 deck credits a Contact Center Copilot and enhanced customer chat for absorbing 38% more calls with 14% more staff. Frost says its 24/7 phone and chat support is staffed by real humans and has disclosed no customer-facing bot.
Which digital features does the Frost app offer?
Frost's technology page lists mobile check deposit up to $25,000 a day, bill pay, Zelle, debit card PIN changes, biometric login, dark mode, digital wallets, account aggregation through Plaid and Known Caller, which recognizes a customer who calls from inside the app. Atomic direct deposit switching was added in April 2024.
- For 17th consecutive year, Frost Bank ranks highest in the J.D. Power Retail Banking Satisfaction Study in Texas
- Cullen/Frost investor presentation, Q4 2023 (Form 8-K, Exhibit 99.1)
- Cullen/Frost investor presentation, Q2 2024 (Form 8-K, Exhibit 99.1)
- Cullen/Frost investor presentation, Q2 2025 (Form 8-K, Exhibit 99.1)
- Cullen/Frost investor presentation, Q4 2025 (Form 8-K, Exhibit 99.1)
- Cullen/Frost Q2 2026 investor presentation (Form 8-K, Exhibit 99.1)
- Frost Bank Achieves 60% Increase in Digital Account Openings With Blend
- Frost Partners With Zelle To Launch Send Money with Zelle Service Via The Frost App
- How and Why Frost Bank Loves Open Banking & Data Sharing
- Frost Bank Improves Customer Experience with Atomic Direct Deposit Switch
- Frost Financial Technology: Technology with a Human Side
- Cullen/Frost investor presentation, Q4 2024 (Form 8-K, Exhibit 99.1)
- Blend and Frost Bank Extend Partnership into Mortgage, Consumer Banking, and Deposits
- LivePerson delivers measurable returns on AI investments to enterprises across the globe
- Inside look: Frost Bank's AI and payments strategy
- For 16th consecutive year, Frost Bank ranks highest in the J.D. Power Retail Banking Satisfaction Study in Texas
- Frost Bank exec: AI to usher in simpler mobile banking era
- Blend Honors Seven Customers With Best in Banking Awards at Forum 2026
- Early Production Results for Blend's Autopilot Show What Agentic AI Means For Lending
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