# KeyCorp (KeyBank): AI strategy

Source: https://www.bankingnewsai.com/banks/keybank
Last updated: Oct 25, 2026

*A self-described 'fast follower': AI in the call centre at 25 cents a call, Personetics-powered insights in the app, and a CRO who says the analog risk function is over.*

## How is KeyBank using AI?

KeyBank does not claim to lead on AI; its head of consumer digital calls the bank a 'fast follower' that benefits from watching larger banks first. What the record shows is a bank applying AI where the cost case is clearest. On the fourth-quarter 2025 earnings call the CEO put the cost of an AI-handled customer call at about $0.25 against $9 for a human one, and said continuous-improvement work had found roughly $100 million of annual savings to fund a technology budget now running at about $1 billion. In the app, a Personetics partnership signed in March 2025 produced enriched transaction detail in April 2026 (transaction inquiries are the bank's biggest call-centre driver), a personalised-insights pilot targeted for the third quarter, and a conversational assistant the bank has not yet dated. In payments, machine-learning receivables matching (KeyTotal AR) and a virtual commercial card with fintech partner Qolo are live, and KeyBank is one of five banks in FIS's Project Keystone tokenised-deposit network. The risk function is part of the story: Chief Risk Officer Mo Ramani, hired from Truist in January 2025, says 'the end of the analog chief risk officer era has occurred' and wants routine financial-crime alerts and some commercial underwriting automated with humans checking the output. Leadership changed in March 2026 when long-time CIO Amy Brady resigned for health reasons and CFO Clark Khayat took over technology and operations.

## At a glance

| Field | Value |
| --- | --- |
| Lead bank | KeyBank National Association |
| Ticker | KEY |
| Headquarters | Cleveland, OH |
| Consolidated assets | $188,555 million |
| Federal Reserve rank | 22 |
| Charter | National bank (OCC) |

## What AI partnerships and patents does KeyBank have?

KeyBank's AI partners are named vendors rather than AI labs: Google Cloud for data and cloud, Microsoft Copilot for employees, Personetics for in-app insights, NiCE Actimize for fraud and AML, Versapay for receivables matching and UJET for the contact centre. It holds equity in UJET and Qolo, and Scotiabank owns 14.9% of KeyCorp with no disclosed AI collaboration. A Google Patents search on 2026-10-13 found no AI patent or published application assigned to KeyBank National Association or KeyCorp, and no OpenAI, Anthropic or Nvidia arrangement is public. ([Google Cloud](https://cloud.google.com/transform/future-of-financial-services-ai-cloud-keybank-interview), [KeyCorp](https://www.key.com/content/dam/kco/documents/about/esg-reports/2025-keycorp-cr-report-business.pdf), [Investing.com](https://za.investing.com/news/stock-market-news/keycorp-at-barclays-conference-growth-margin-gains-in-focus-93CH-4463954), [Business Wire](https://businesswire.com/news/home/20250602504801/en/KeyBank-Partners-with-Personetics-to-Advance-Financial-Wellness), [NiCE Actimize (Business Wire)](https://www.businesswire.com/news/home/20250612909609/en/NiCE-Actimize-X-Sight-AI-Enterprise-Platform-Increases-Modernization-of-KeyBanks-Financial-Crime-Operations), [Bank Automation News](https://bankautomationnews.com/allposts/business-banking/keybank-taps-versapay-for-ai-driven-accounts-receivable), [American Banker](https://americanbanker.com/news/keybank-lowers-costs-by-moving-contact-center-to-the-cloud), [Investing.com](https://investing.com/news/stock-market-news/scotiabank-seeks-to-increase-keycorp-stake-93CH-4573414))

| Item | What it is | Status | Date | Sources |
| --- | --- | --- | --- | --- |
| Google Cloud | Cloud and data base since about 2015: analytics warehouse on BigQuery, Anthos and Kubernetes, applications migrating by 2025; generative AI named as next | In production | 2024-08-14 | [Google Cloud](https://cloud.google.com/transform/future-of-financial-services-ai-cloud-keybank-interview) |
| Microsoft Copilot | Copilot for all employees, an internal retrieval-augmented generation platform and enterprise agents in Copilot Studio | In production | 2026-09-14 | [Investing.com](https://za.investing.com/news/stock-market-news/keycorp-at-barclays-conference-growth-margin-gains-in-focus-93CH-4463954), [KeyCorp](https://www.key.com/content/dam/kco/documents/about/esg-reports/2025-keycorp-cr-report-business.pdf) |
| Personetics | Cognitive banking platform: Enrich transaction detail live April 2026, Engage insights in pilot | Rolling out | 2025-06-02 | [Business Wire](https://businesswire.com/news/home/20250602504801/en/KeyBank-Partners-with-Personetics-to-Advance-Financial-Wellness), [Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/) |
| NiCE Actimize | X-Sight AI platform for fraud, case management and AML with customer due diligence | In production | 2025-06-12 | [NiCE Actimize (Business Wire)](https://www.businesswire.com/news/home/20250612909609/en/NiCE-Actimize-X-Sight-AI-Enterprise-Platform-Increases-Modernization-of-KeyBanks-Financial-Crime-Operations) |
| Versapay | KeyTotal AR: machine-learning invoice matching, more than 90% straight-through processing | In production | 2025-07-07 | [KeyCorp](https://investor.key.com/press-releases/news-details/2025/KEYBANK-LAUNCHES-PREDICTIVE-ACCOUNTS-RECEIVABLE-MATCHING-WITH-KEYTOTAL-AR-POWERED-BY-VERSAPAY/default.aspx), [Bank Automation News](https://bankautomationnews.com/allposts/business-banking/keybank-taps-versapay-for-ai-driven-accounts-receivable) |
| UJET | Cloud contact-centre platform with AI capabilities; KeyBank is also an equity investor | In production | 2025-08-15 | [American Banker](https://americanbanker.com/news/keybank-lowers-costs-by-moving-contact-center-to-the-cloud) |
| Zentist | Remit AI billing and insurance paperwork software offered to dental clients | Announced | 2024-09-10 | [American Banker](https://americanbanker.com/news/keybank-launching-ai-copilot-to-help-dentists-drowning-in-paperwork) |
| Qolo | Virtual commercial card issuing in KeyVAM; KeyBank holds a minority stake (payments, not AI) | In production | 2026-04-28 | [Finovate](https://finovate.com/keybank-deepens-ties-with-qolo-to-launch-new-virtual-card-program), [American Banker](https://americanbanker.com/payments/news/keybank-to-stand-up-virtual-commercial-card-issuing) |
| Scotiabank | 14.9% shareholder since December 2024 ($2.8 billion); filed in March 2026 to hold up to 19.99%; no AI collaboration disclosed | Shareholder | 2026-03-20 | [Investing.com](https://investing.com/news/stock-market-news/scotiabank-seeks-to-increase-keycorp-stake-93CH-4573414), [Banking Dive](https://bankingdive.com/news/scotiabank-to-buy-nearly-15-stake-in-keybank-2-8-billion/723965) |

## Flagship platform: Conversational AI in the contact centre and 'cognitive banking' in the app

KeyBank's two visible AI bets are operational. In the contact centre, CEO Chris Gorman told investors on the fourth-quarter 2025 call that an AI-handled call costs roughly $0.25 against about $9 for a human-handled one, inside a technology and operations budget that has risen from an $800–900 million run rate to about $1 billion. In the mobile app, a March 2025 partnership with Personetics delivered enriched transactions in April 2026 and a personalised-insights pilot aimed at a third-quarter 2026 rollout, with a conversational assistant described as 'the next step'. ([PYMNTS](https://www.pymnts.com/news/artificial-intelligence/2026/keybank-taps-conversational-ai-cut-call-center-costs/), [Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/), [American Banker](https://americanbanker.com/news/how-keybank-is-creating-cognitive-banking-with-ai))

## Key points

- Unit economics first: AI-handled calls cost about $0.25 versus $9 for human-handled ones, per the CEO on the Q4 2025 earnings call; technology and operations spend is now about $1 billion a year.
- 'Cognitive banking' with Personetics: enriched transactions live since April 2026, personalised insights piloting for a Q3 2026 launch, conversational assistant 'the next step' — the bank positions itself as a fast follower.
- Payments automation: KeyTotal AR uses machine learning for invoice-to-cash matching (with Versapay); Key Virtual Card launched with Qolo in April 2026; a participant in FIS's Project Keystone tokenised-deposit network.
- The risk function is digitising: CRO Mo Ramani (ex-Truist, from January 2025) wants AI to handle routine financial-crime alert reviews and parts of commercial underwriting, with humans checking outputs.
- Leadership: CIO Amy Brady resigned in March 2026; CFO Clark Khayat now heads technology, and by September 2026 had moved operations into the business lines. The bank says it has 'no interest' in buying a bank and is under activist pressure to return capital.
- On the Q1 2026 call the CEO named four AI themes (client experience, credit decisioning, technology productivity, risk and security monitoring); the 2025 10-K lists the bank's development and use of AI, including through third parties, as a risk factor.
- Scale: about $184–190 billion in assets, 15 states, roughly 950 branches; the consumer bank is about 60% of deposits, which is where the app-side AI work lands.
- Microsoft Copilot is the bank-wide employee tool: CFO Clark Khayat told the Barclays conference on 2026-09-14 that everyone in the building has access, and the 2025 Corporate Responsibility Report adds an internal retrieval-augmented generation platform and enterprise agents built in Copilot Studio.
- Governance is documented in the Corporate Responsibility Report: the Enterprise Risk Management Committee approves the AI Policy, the AI risk framework follows the four NIST AI RMF functions, AI systems must be inventoried and risk-assessed before deployment, and an enterprise AI observability and evaluation platform standardises testing of generative-AI and LLM solutions.
- About 40 generative-AI proofs of concept were under evaluation in August 2025 (Ken Gavrity, head of commercial banking); gen-AI anti-money-laundering screening took 15 to 20 minutes against several hours, and Chief Data and Analytics Officer Ankit Goel says AI cut analyst research time in commercial loan approvals from 60% to 25%.
- SEC disclosure is thin on AI: the 2025 10-K mentions AI, generative AI or machine learning 24 times, the Q1 and Q2 2026 10-Qs mention it zero times, and the Q2 2026 call's prepared remarks carry no AI update (Gorman's only AI reference was about power-infrastructure lending demand).
- Google Cloud is the data and cloud base: the analytics warehouse moved to BigQuery, applications were due to finish migrating by 2025, and then-CIO Amy Brady named generative AI and advanced analytics as the next step (Google Cloud interview, 2024-08-14).
- Scotiabank has held 14.9% of KeyCorp since December 2024 ($2.8 billion) and filed in March 2026 to go as high as 19.99%; no joint AI programme has been disclosed. A Google Patents search found no AI patent assigned to KeyBank National Association or KeyCorp.

## Timeline

- Oct 1, 2026 — **Gessner ranked No. 3 in American Banker's Most Powerful Women in Banking NEXT** Profile reports four consumer origination platforms scrapped in 2025, Personetics Enrich starting to reduce call-centre volume and her move to the commercial side. ([American Banker](https://americanbanker.com/news/2026-the-most-powerful-women-in-banking-next-3-emily-gessner-keybank))
- Sep 14, 2026 — **Barclays conference: Copilot for everyone, operations moved to the businesses** Khayat says all employees have Copilot, operations now sit with the lines of business, and the bank is looking for end-to-end AI efficiencies; the technology budget is about $1 billion. ([Investing.com](https://za.investing.com/news/stock-market-news/keycorp-at-barclays-conference-growth-margin-gains-in-focus-93CH-4463954))
- Aug 31, 2026 — **Khayat titled CFO and Head of Technology** KeyCorp hires Chris Doll as chief strategy officer and deputy CFO reporting to Khayat; the release gives Khayat the title Head of Technology. ([KeyCorp (PR Newswire via Yahoo Finance)](https://finance.yahoo.com/markets/stocks/articles/keycorp-appoints-chris-doll-chief-172400569.html))
- Aug 4, 2026 — **Q2 2026 10-Q filed with no AI language** Our text count finds no mention of AI, generative AI or machine learning in the Q1 or Q2 2026 10-Q, against 24 in the 2025 10-K. ([KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026052671/key-20260630.htm), [KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026030507/key-20260331.htm), [KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026010546/key-20251231.htm))
- Jul 21, 2026 — **Q2 2026 call: no AI programme update** Prepared remarks cite investment in people and technology only; Gorman's sole AI reference is to power-infrastructure demand behind lending to larger clients. ([Investing.com](https://investing.com/news/transcripts/earnings-call-transcript-keycorp-tops-q2-2026-profit-view-shares-slip-premarket-93CH-4803732))
- Jun 23, 2026 — **Insights pilot under way; assistant is 'the next step'** Personalised insights targeted for Q3 2026; 2027 funding conversations include a conversational assistant. ([Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/))
- May 29, 2026 — **Investor deck: AI integration in wealth tools** Wealth priorities include digital client-facing tools 'and AI integration'; the planned technology budget is about $1 billion, up about $200 million from 2024. ([KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026039245/europejune2026presentati.htm))
- Apr 30, 2026 — **Joins FIS's Project Keystone** One of five banks building a tokenised-deposit network with Citizens, Fifth Third, Huntington and M&T. ([Business Wire via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202604300800BIZWIRE_USPRX____20260430_BW729662-1))
- Apr 16, 2026 — **Q1 2026 call: four AI themes; CFO formally leads technology and operations** About $1 billion of technology spend this year; AI aimed at client experience, credit decisioning, technology productivity and risk and security monitoring; the CEO sees 'huge opportunity' for AI with 1.15 million mass-affluent households. ([Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/keycorp-key-q1-2026-earnings-155013854.html))
- Apr 14, 2026 — **Key Virtual Card with Qolo** Virtual commercial card issuing to fend off spend-management fintechs; KeyBank holds a minority stake in Qolo. ([American Banker](https://americanbanker.com/payments/news/keybank-to-stand-up-virtual-commercial-card-issuing))
- Apr 1, 2026 — **Enriched transactions go live in the app** Merchant name, location and category on every transaction; the feed also powers AI insight models. ([Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/))
- Mar 19, 2026 — **KeyBank warns customers about AI imposter scams** Guidance on AI voice cloning and deepfake video used to impersonate people or bank staff. ([ACCESS Newswire via Yahoo Finance](https://finance.yahoo.com/sectors/technology/articles/protecting-yourself-artificial-intelligence-ai-133000663.html))
- Mar 2, 2026 — **CIO Amy Brady resigns** Health reasons; CFO Clark Khayat takes over the technology and operations function. ([Banking Dive](https://bankingdive.com/news/keybank-amy-brady-cio-resign-health-clark-khayat-cfo/813644), [American Banker](https://americanbanker.com/news/amy-brady-keycorps-longtime-cio-resigns-from-the-bank))
- Feb 23, 2026 — **2025 10-K lists AI as a risk factor** KeyCorp says it 'will increasingly use AI', including through third-party vendors, and flags flawed or opaque models, algorithmic bias and generative-AI social-engineering attacks. ([KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026010546/key-20251231.htm))
- Feb 19, 2026 — **'The era of the digital CRO'** Ramani on automating routine alert investigations and parts of commercial underwriting, with humans checking outputs. ([The Wall Street Journal (Deloitte CIO Journal)](https://deloitte.wsj.com/cio/keybank-the-era-of-the-digital-cro-is-here-38e965db))
- Feb 9, 2026 — **UBS conference deck: AI and automation across servicing** Commercial-bank targets of double-digit improvements in banker productivity and cost to serve, with a 'continued focus on self-service adoption, AI, and automation across servicing'. ([KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000009157626000008/ubsconferencepresentatio.htm))
- Jan 20, 2026 — **Q4 2025 call: loan underwriting named as the next area** Gorman says AI is working in call centres and internal tasks, with room to rethink whole horizontal areas such as loan underwriting and processing. ([Investing.com](https://investing.com/news/transcripts/earnings-call-transcript-keycorp-beats-q4-2025-earnings-stock-dips-93CH-4455523))
- Jan 20, 2026 — **AI calls at $0.25 versus $9** Q4 2025 earnings call: technology and operations investment at about $1 billion; about $100 million of annual savings found through continuous improvement. ([PYMNTS](https://www.pymnts.com/news/artificial-intelligence/2026/keybank-taps-conversational-ai-cut-call-center-costs/), [GuruFocus (Yahoo Finance)](https://finance.yahoo.com/news/keycorp-key-q4-2025-earnings-190057656.html))
- Dec 9, 2025 — **'No interest' in buying a bank** Days after an activist called for his firing, Gorman says a moratorium on bank deals and buybacks are the priorities. ([Banking Dive](https://www.bankingdive.com/news/keybank-has-no-interest-in-buying-a-bank-ceo-says/807427/))
- Nov 16, 2025 — **Chief Data and Analytics Officer on Google Cloud panel** Ankit Goel says AI cut analyst research time in commercial loan approvals from 60% to 25%. ([Google Cloud](https://cloud.google.com/transform/why-context-not-just-data-volume-is-key-to-successful-ai))
- Oct 7, 2025 — **American Banker profiles the technology division** Technology, operations and services had 4,524 employees and a $1.5 billion 2024 expense budget that finished $42 million favourable; a new CIO for commercial and payments was added in 2025. ([American Banker](https://americanbanker.com/news/2025-the-most-powerful-women-in-banking-no-12-amy-brady-keybank))
- Aug 15, 2025 — **Contact centre fully on UJET's cloud platform, with new AI capabilities** Agent call volumes down 15%, agent digital chat volumes up 50% and contact-centre running cost down about 10%; KeyBank also holds an equity stake in UJET. ([American Banker](https://americanbanker.com/news/keybank-lowers-costs-by-moving-contact-center-to-the-cloud))
- Aug 14, 2025 — **About 40 generative-AI proofs of concept** Ken Gavrity lists customer service, anti-money-laundering screening, coding, content creation and commercial underwriting; AML screening drops from several hours to 15 to 20 minutes. ([Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept))
- Aug 1, 2025 — **'Cognitive banking' pilot with Personetics** Enrich (transaction detail) first, then Engage (real-time personalised offers); transaction inquiries are the number-one call driver. ([American Banker](https://americanbanker.com/news/how-keybank-is-creating-cognitive-banking-with-ai))
- Jul 28, 2025 — **CEO on AI and jobs** Chris Gorman says AI will displace some workers over time but the bank is not near that point. ([Albany Business Review (Business Journals)](https://www.bizjournals.com/albany/news/2025/07/28/keybank-ceo-gorman-albany.html))
- Jul 22, 2025 — **$100 million more for technology** The bank marks additional technology spending to support growth alongside front-line hiring. ([PYMNTS](https://pymnts.com/earnings/2025/keycorp-adds-frontline-bankers-technology-support-continued-growth))
- Jul 7, 2025 — **KeyTotal AR launched with Versapay** Machine learning matches payments to open invoices at more than 90% straight-through processing; KeyBank spent about a year white-labelling the platform. ([KeyCorp](https://investor.key.com/press-releases/news-details/2025/KEYBANK-LAUNCHES-PREDICTIVE-ACCOUNTS-RECEIVABLE-MATCHING-WITH-KEYTOTAL-AR-POWERED-BY-VERSAPAY/default.aspx), [Bank Automation News](https://bankautomationnews.com/allposts/business-banking/keybank-taps-versapay-for-ai-driven-accounts-receivable))
- Jun 12, 2025 — **NiCE Actimize X-Sight AI platform fully live** Fraud and anti-money-laundering on the SaaS platform, with ActOne case management and X-Sight Enterprise AML including CDD. ([NiCE Actimize (Business Wire)](https://www.businesswire.com/news/home/20250612909609/en/NiCE-Actimize-X-Sight-AI-Enterprise-Platform-Increases-Modernization-of-KeyBanks-Financial-Crime-Operations))
- Jun 2, 2025 — **Personetics partnership announced** KeyBank says it will use Personetics' Engage for insights and recommendations based on spending and savings habits; Emily Gessner is quoted for the bank. ([Business Wire](https://businesswire.com/news/home/20250602504801/en/KeyBank-Partners-with-Personetics-to-Advance-Financial-Wellness))
- Mar 1, 2025 — **Personetics partnership signed** The basis for enriched transactions and personalised insights in the mobile app. ([Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/))
- Jan 15, 2025 — **Truist's deputy CRO hired as chief risk officer** Mo Ramani replaces Darrin Benhart, who becomes chief regulatory officer. ([Banking Dive](https://www.bankingdive.com/news/keybank-mo-ramani-darrin-benhart-cro-risk-chief-regulatory-officer-truist/737591/))
- Sep 10, 2024 — **Zentist's Remit AI for dental clients** KeyBank introduces the fintech's AI billing and insurance-paperwork software to its network of dental service offices. ([American Banker](https://americanbanker.com/news/keybank-launching-ai-copilot-to-help-dentists-drowning-in-paperwork))
- Aug 14, 2024 — **Then-CIO Amy Brady sets out the Google Cloud base** Analytics warehouse on BigQuery, early use of Anthos and Kubernetes, application migration due to finish by 2025; generative AI and advanced analytics named as the next opportunity. ([Google Cloud](https://cloud.google.com/transform/future-of-financial-services-ai-cloud-keybank-interview))
- Aug 12, 2024 — **Scotiabank agrees to take 14.9% of KeyCorp** About 163 million shares at $17.17 for roughly $2.8 billion, in two tranches; the deal closed on 2024-12-27. The disclosures describe a capital investment and name no AI or technology collaboration. ([Banking Dive](https://bankingdive.com/news/scotiabank-to-buy-nearly-15-stake-in-keybank-2-8-billion/723965), [Banking Dive](https://bankingdive.com/news/keybank-scotiabank-gorman-khayat-paine-mago-brady-/736513))

## Where AI runs

| Use case | What | Status | Detail | Sources |
| --- | --- | --- | --- | --- |
| [Customer-facing chatbots](https://www.bankingnewsai.com/ai-regulation/by-use-case#customer-chatbots) | Conversational AI in the contact centre | In production | AI-handled calls at roughly $0.25 each versus $9 for human-handled. | [PYMNTS](https://www.pymnts.com/news/artificial-intelligence/2026/keybank-taps-conversational-ai-cut-call-center-costs/) |
| [Customer-facing chatbots](https://www.bankingnewsai.com/ai-regulation/by-use-case#customer-chatbots) | Enriched transactions and personalised insights (Personetics) | Rolling out | Enrichment live since April 2026; insights piloting for Q3; conversational assistant not yet dated. | [Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/), [American Banker](https://americanbanker.com/news/how-keybank-is-creating-cognitive-banking-with-ai) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | KeyTotal AR predictive receivables matching | In production | Machine learning for invoice-to-cash for middle-market clients, with Versapay. | [KeyCorp](https://investor.key.com/press-releases/news-details/2025/KEYBANK-LAUNCHES-PREDICTIVE-ACCOUNTS-RECEIVABLE-MATCHING-WITH-KEYTOTAL-AR-POWERED-BY-VERSAPAY/default.aspx) |
| [AML / KYC](https://www.bankingnewsai.com/ai-regulation/by-use-case#aml-kyc) | AI review of routine financial-crime alerts | Announced | The CRO's stated target: AI handles routine alert investigations, humans check output and take complex cases. | [The Wall Street Journal (Deloitte CIO Journal)](https://deloitte.wsj.com/cio/keybank-the-era-of-the-digital-cro-is-here-38e965db) |
| [AML / KYC](https://www.bankingnewsai.com/ai-regulation/by-use-case#aml-kyc) | NiCE Actimize X-Sight AI platform for fraud and AML | In production | Integrated fraud management, ActOne case management and X-Sight Enterprise AML with CDD, fully live on the SaaS platform. | [NiCE Actimize (Business Wire)](https://www.businesswire.com/news/home/20250612909609/en/NiCE-Actimize-X-Sight-AI-Enterprise-Platform-Increases-Modernization-of-KeyBanks-Financial-Crime-Operations) |
| [Third-party & vendor AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#third-party-vendors) | UJET cloud contact centre with AI capabilities | In production | Google Cloud-based contact-centre-as-a-service; KeyBank is a strategic partner and equity investor. | [American Banker](https://americanbanker.com/news/keybank-lowers-costs-by-moving-contact-center-to-the-cloud) |
| [Credit scoring & underwriting](https://www.bankingnewsai.com/ai-regulation/by-use-case#credit-underwriting) | AI to accelerate credit decisioning | Announced | One of four AI themes the CEO set out for 2026, alongside client experience, technology productivity and risk and security monitoring. | [Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/keycorp-key-q1-2026-earnings-155013854.html), [GuruFocus (Yahoo Finance)](https://finance.yahoo.com/news/keycorp-key-q4-2025-earnings-190057656.html) |
| [Third-party & vendor AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#third-party-vendors) | Zentist Remit AI for dental service offices | Announced | AI automation of insurance and billing paperwork offered to dental clients through a fintech partnership. | [American Banker](https://americanbanker.com/news/keybank-launching-ai-copilot-to-help-dentists-drowning-in-paperwork) |
| [Model risk management](https://www.bankingnewsai.com/ai-regulation/by-use-case#model-risk) | AI risk-factor disclosure | In production | The 10-K covers third-party AI, flawed or biased training data, limited transparency of models, evolving AI law, and AI/ML models' need for large training datasets and difficulty of interpretation. | [KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026010546/key-20251231.htm) |
| [Generative & agentic AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#generative-agentic-ai) | Microsoft Copilot, internal RAG platform and Copilot Studio agents | In production | Copilot available to all employees; an internal retrieval-augmented generation platform answers questions from approved corpora with sourced answers; enterprise agents built in Copilot Studio. | [KeyCorp](https://www.key.com/content/dam/kco/documents/about/esg-reports/2025-keycorp-cr-report-business.pdf), [Investing.com](https://za.investing.com/news/stock-market-news/keycorp-at-barclays-conference-growth-margin-gains-in-focus-93CH-4463954) |
| [AI governance (general)](https://www.bankingnewsai.com/ai-regulation/by-use-case#governance-general) | Enterprise AI governance and inventory | In production | ERM Committee approves the AI Policy; AI systems are inventoried, risk-assessed and monitored across three lines of defence; framework aligned to NIST AI RMF; AIEOG lexicon adopted; an AI observability and evaluation platform standardises generative-AI testing. | [KeyCorp](https://www.key.com/content/dam/kco/documents/about/esg-reports/2025-keycorp-cr-report-business.pdf) |
| [AML / KYC](https://www.bankingnewsai.com/ai-regulation/by-use-case#aml-kyc) | Generative-AI anti-money-laundering screening | Pilot | A proof of concept cut screening from several hours to 15 to 20 minutes per investigation. | [Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept) |
| [Credit scoring & underwriting](https://www.bankingnewsai.com/ai-regulation/by-use-case#credit-underwriting) | AI research support for commercial loan approvals | In production | Analyst research time fell from 60% to 25% according to the Chief Data and Analytics Officer; public-company information is aggregated and summarised with gen-AI tools. | [Google Cloud](https://cloud.google.com/transform/why-context-not-just-data-volume-is-key-to-successful-ai), [Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept) |
| [AI-generated code & coding agents](https://www.bankingnewsai.com/ai-regulation/by-use-case#ai-generated-code) | AI-assisted coding | Pilot | Coding is one of the five areas named among about 40 generative-AI proofs of concept in August 2025. | [Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept) |
| [Third-party & vendor AI](https://www.bankingnewsai.com/ai-regulation/by-use-case#third-party-vendors) | Google Cloud data platform | In production | Analytics warehouse on BigQuery and applications migrated to Google Cloud under a programme that was due to finish in 2025; the contact-centre platform (UJET) also runs on Google Cloud. | [Google Cloud](https://cloud.google.com/transform/future-of-financial-services-ai-cloud-keybank-interview), [American Banker](https://americanbanker.com/news/keybank-lowers-costs-by-moving-contact-center-to-the-cloud) |
| [Fraud detection](https://www.bankingnewsai.com/ai-regulation/by-use-case#fraud) | AI-deepfake fraud defence and client education | In production | Guidance on AI-generated voice and video used in business email compromise. | [KeyBank](https://www.key.com/content/dam/kco/documents/businesses___institutions/payment-fraud-schemes.pdf) |

## Disclosed numbers

| Measure | Value | As of | Sources |
| --- | --- | --- | --- |
| Cost per customer call, AI vs human | ≈ $0.25 vs ≈ $9 | Jan 20, 2026 | [PYMNTS](https://www.pymnts.com/news/artificial-intelligence/2026/keybank-taps-conversational-ai-cut-call-center-costs/) |
| Technology and operations investment | ≈ $1 billion a year, up from an $800–900 million run rate | Jan 20, 2026 | [PYMNTS](https://www.pymnts.com/news/artificial-intelligence/2026/keybank-taps-conversational-ai-cut-call-center-costs/) |
| Annual savings from continuous improvement | ≈ $100 million | Jan 20, 2026 | [PYMNTS](https://www.pymnts.com/news/artificial-intelligence/2026/keybank-taps-conversational-ai-cut-call-center-costs/) |
| Origination platforms | 8 → 4 in three years; account opening 15 minutes faster | Jun 23, 2026 | [Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/) |
| 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](https://americanbanker.com/news/keybank-lowers-costs-by-moving-contact-center-to-the-cloud) |
| Total assets | ≈ $184 billion | Dec 31, 2025 | [PR Newswire via FT Markets](https://markets-data-api-proxy.ft.com/data/announce/full?dockey=600-202603230832PR_NEWS_USPRX____CL14796-1) |
| Mentions of AI, generative AI or machine learning in SEC filings (our text count) | 24 in the 2025 10-K; 0 in each of the Q1 and Q2 2026 10-Qs | Aug 4, 2026 | [KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026010546/key-20251231.htm), [KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026030507/key-20260331.htm), [KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026052671/key-20260630.htm) |
| Generative-AI proofs of concept under evaluation | ≈ 40 | Aug 14, 2025 | [Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept) |
| AML screening time with generative AI | 15 to 20 minutes, against several hours manually | Aug 14, 2025 | [Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept) |
| Analyst research time in commercial loan approvals | 60% → 25% of the process | Nov 16, 2025 | [Google Cloud](https://cloud.google.com/transform/why-context-not-just-data-volume-is-key-to-successful-ai) |
| Planned 2026 technology budget | ≈ $1 billion, up ≈ $200 million from 2024 | Sep 25, 2026 | [KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026063618/investormeetings-europes.htm) |
| Technology, operations and services division (before the March 2026 CIO exit) | 4,524 employees; $1.5 billion 2024 expense budget, $42 million favourable | Oct 7, 2025 | [American Banker](https://americanbanker.com/news/2025-the-most-powerful-women-in-banking-no-12-amy-brady-keybank) |
| Middle-market clients implementing AI and automation (KeyBank survey of 750 decision-makers) | 51% implementing; 75% plan to use AI to automate employee tasks | Feb 18, 2026 | [KeyBank (PR Newswire)](https://prnewswire.com/news-releases/middle-market-business-optimism-surges-to-near-historic-levels-as-companies-see-big-boost-in-productivity-from-improvements-in-tech-ops-and-ai-302691612.html) |
| Middle-market clients naming AI and technology expansion their top 2026 capital priority (KeyBank survey) | 54% | Aug 11, 2026 | [KeyBank (PR Newswire)](https://prnewswire.com/news-releases/middle-market-confidence-holds-near-record-highs-as-companies-continue-investing-through-economic-uncertainty-302848391.html) |

## Quotes

> "As it pertains to AI, we are focused on a few thematic use cases that will enhance client experiences, accelerate credit decisioning, increase technology productivity, and strengthen risk and security monitoring." — Chris Gorman, Chairman and CEO, Apr 16, 2026 ([Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/keycorp-key-q1-2026-earnings-155013854.html))

> "I would say where we—and I think others—are seeing benefits is in efficiency and capacity, but it is really showing up more in avoidance of future investments." — Clark Khayat, CFO and head of technology and operations, Apr 16, 2026 ([Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/keycorp-key-q1-2026-earnings-155013854.html))

> "The end of the analog chief risk officer era has occurred. It is vital to be at the forefront of digital transformation. From here on, it's the era of the digital CRO." — Mo Ramani, Chief Risk Officer, Feb 19, 2026 ([The Wall Street Journal (Deloitte CIO Journal)](https://deloitte.wsj.com/cio/keybank-the-era-of-the-digital-cro-is-here-38e965db))

> "We've done it in certain areas like our call centers and certain areas like internal things, but there's opportunities to really rethink our entire business. For example, loan underwriting and processing." — Chris Gorman, Chairman and CEO, Jan 20, 2026 ([Investing.com](https://investing.com/news/transcripts/earnings-call-transcript-keycorp-beats-q4-2025-earnings-stock-dips-93CH-4455523))

> "We're looking at some of these big end-to-end areas to find some real AI-driven efficiencies, and we think they're there." — Clark Khayat, CFO and Head of Technology, Sep 14, 2026 ([Investing.com](https://za.investing.com/news/stock-market-news/keycorp-at-barclays-conference-growth-margin-gains-in-focus-93CH-4463954))

> "We're not going to work on any effort without having a line of sight into value." — Ankit Goel, Chief Data and Analytics Officer, Nov 16, 2025 ([Google Cloud](https://cloud.google.com/transform/why-context-not-just-data-volume-is-key-to-successful-ai))

> "We have roughly about 40 proofs of concept [POCs] across KeyBank that we are evaluating right now." — Ken Gavrity, Head of commercial banking, Aug 14, 2025 ([Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept))

> "We're never going to have the tech budget that the trillionaire banks have." — Emily Gessner, Head of Consumer Digital, Oct 1, 2026 ([American Banker](https://americanbanker.com/news/2026-the-most-powerful-women-in-banking-next-3-emily-gessner-keybank))

> "Regional banks are at a very critical inflection point, and with competition being as high as it is, I do think we owe it to our clients to start to take more progressive, larger steps forward." — Emily Gessner, Head of Consumer Digital, Jun 23, 2026 ([Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/))

## Who runs AI

- **Chris Gorman** — Chairman and CEO ([LinkedIn](https://www.linkedin.com/in/chris-gorman-14960413/)) ([PYMNTS](https://www.pymnts.com/news/artificial-intelligence/2026/keybank-taps-conversational-ai-cut-call-center-costs/), [Banking Dive](https://www.bankingdive.com/news/keybank-has-no-interest-in-buying-a-bank-ceo-says/807427/))
- **Clark Khayat** — Chief Financial Officer and Head of Technology; took over technology and operations in March 2026, and by September 2026 had moved operations into the business lines ([LinkedIn](https://www.linkedin.com/in/clark-khayat-441688/)) ([Banking Dive](https://bankingdive.com/news/keybank-amy-brady-cio-resign-health-clark-khayat-cfo/813644), [Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/keycorp-key-q1-2026-earnings-155013854.html), [KeyCorp (PR Newswire via Yahoo Finance)](https://finance.yahoo.com/markets/stocks/articles/keycorp-appoints-chris-doll-chief-172400569.html), [Investing.com](https://za.investing.com/news/stock-market-news/keycorp-at-barclays-conference-growth-margin-gains-in-focus-93CH-4463954))
- **Mo Ramani** — Chief Risk Officer (from January 2025, ex-Truist) ([LinkedIn](https://www.linkedin.com/in/moramani/)) ([The Wall Street Journal (Deloitte CIO Journal)](https://deloitte.wsj.com/cio/keybank-the-era-of-the-digital-cro-is-here-38e965db), [Banking Dive](https://www.bankingdive.com/news/keybank-mo-ramani-darrin-benhart-cro-risk-chief-regulatory-officer-truist/737591/))
- **Kim Snipes** — EVP, Head of Commercial Digital, AI and Client Experience ([LinkedIn](https://www.linkedin.com/in/kimberlyksnipes)) ([American Banker](https://digital-banking.americanbanker.com/profile/kim-snipes))
- **Jordan Olack** — Director, Intelligent Automation and Contact Center ([LinkedIn](https://www.linkedin.com/in/jordanmolack/)) ([American Banker](https://americanbanker.com/news/keybank-lowers-costs-by-moving-contact-center-to-the-cloud))
- **Amy Brady** — Chief Information Officer, 2012 to March 2026 (resigned for health reasons; stayed as a non-executive employee to 2026-05-31); led the 5,000-person technology, operations and services division ([KeyCorp (SEC filings)](https://www.sec.gov/Archives/edgar/data/91576/000162828026013254/key-20260224.htm), [Banking Dive](https://bankingdive.com/news/keybank-amy-brady-cio-resign-health-clark-khayat-cfo/813644), [American Banker](https://americanbanker.com/news/2025-the-most-powerful-women-in-banking-no-12-amy-brady-keybank), [Google Cloud](https://cloud.google.com/transform/future-of-financial-services-ai-cloud-keybank-interview))
- **Ankit Goel** — Chief Data and Analytics Officer; ties data and AI work to a business goal, e.g. faster commercial loan approvals ([Google Cloud](https://cloud.google.com/transform/why-context-not-just-data-volume-is-key-to-successful-ai))
- **Ken Gavrity** — President, Key Commercial Bank (head of commercial banking); owner of the generative-AI proofs of concept in AML, underwriting, coding and content ([Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept), [KeyBank (PR Newswire)](https://prnewswire.com/news-releases/middle-market-business-optimism-surges-to-near-historic-levels-as-companies-see-big-boost-in-productivity-from-improvements-in-tech-ops-and-ai-302691612.html))
- **Robbi Armstrong** — Vice President and group product manager, conversational AI ([Bank Automation News](https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept))
- **Jon Briggs** — EVP, Head of Commercial Product and Innovation; owns commercial payments and the fintech partnership strategy (Qolo, Versapay) ([American Banker](https://digital-banking.americanbanker.com/speaker/jon-briggs), [Finovate](https://finovate.com/keybank-deepens-ties-with-qolo-to-launch-new-virtual-card-program))
- **Emily Gessner** — Head of Consumer Digital; American Banker reported on 2026-10-01 that she has moved to the commercial side ([LinkedIn](https://www.linkedin.com/in/emily-gessner/)) ([Banking Dive](https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/), [American Banker](https://americanbanker.com/news/how-keybank-is-creating-cognitive-banking-with-ai), [American Banker](https://americanbanker.com/news/2026-the-most-powerful-women-in-banking-next-3-emily-gessner-keybank))

## Open AI roles

Data as of Oct 25, 2026 (2026-10-25) · read from the bank's own careers site, re-checked weekly.

4 open AI-related postings on [the careers site](https://keybank.wd5.myworkdayjobs.com/en-US/External_Career_Site) as of Oct 25, 2026. A snapshot of current openings, not a source: postings close.

- [Sr AI Data Science Manager](https://keybank.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Brooklyn-OH/Sr-AI-Data-Science-Manager_R-42632) — Brooklyn OH (+1 more) — posted Oct 16, 2026
- [Manager, AI Risk Management](https://keybank.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/For-Those-Who-Work-At-Home-NC/Manager--AI-Risk-Management_R-42436) — For Those Who Work At Home, NC — posted Oct 5, 2026
- [Enterprise GenAI Product Manager](https://keybank.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Brooklyn-OH/Enterprise-GenAI-Product-Manager_R-42650-1) — Brooklyn, OH — posted Oct 13, 2026
- [Financial Crimes - Senior Data Scientist](https://keybank.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Cleveland-OH/Financial-Crimes---Senior-Data-Scientist_R-34622) — Cleveland OH (+1 more) — posted Sep 28, 2026

## Which AI vendors and fintechs does KeyBank work with?

| Company | What KeyBank uses it for | Status | Category |
| --- | --- | --- | --- |
| [NICE Actimize](https://www.bankingnewsai.com/vendors/nice-actimize) | X-Sight SaaS platform for fraud and AML: Integrated Fraud Management, ActOne case management and X-Sight Enterprise AML with customer due diligence, fully live by June 2025 (IFM for mobile and digital banking fraud was first selected in 2016). | In production | [AML compliance](https://www.bankingnewsai.com/ai-tools/aml-compliance) |
| [Personetics](https://www.bankingnewsai.com/vendors/personetics) | Enriched transactions in the mobile app live since April 2026 under a partnership signed March 2025; personalised insights piloting for a third-quarter 2026 roll-out. | Rolling out | [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

- [OCC](https://www.bankingnewsai.com/ai-regulation/occ) — KeyBank is a national bank; the revised model-risk bulletin and the OCC's gen-AI risk perspective govern the contact-centre AI and any automated underwriting. See [OCC Bulletin 2026-13](https://www.bankingnewsai.com/ai-regulation/documents/occ-bulletin-2026-13), [OCC Semiannual Risk Perspective, Spring 2026](https://www.bankingnewsai.com/ai-regulation/documents/occ-semiannual-risk-perspective-spring-2026).
- [Federal Reserve](https://www.bankingnewsai.com/ai-regulation/federal-reserve) — KeyCorp is the holding company; Personetics, Qolo, Versapay and FIS are third-party relationships under interagency guidance. See [SR 23-4](https://www.bankingnewsai.com/ai-regulation/documents/fed-sr-23-4), [SR 26-2](https://www.bankingnewsai.com/ai-regulation/documents/fed-sr-26-2).
- [CFPB](https://www.bankingnewsai.com/ai-regulation/cfpb) — Personalised offers and a planned conversational assistant in a consumer app sit under UDAAP and the chatbot guidance. See [CFPB Chatbots in Consumer Finance (issue spotlight, 2023)](https://www.bankingnewsai.com/ai-regulation/documents/cfpb-chatbots-in-consumer-finance-2023), [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).
- [FinCEN](https://www.bankingnewsai.com/ai-regulation/fincen) — The CRO's plan to let AI triage routine financial-crime alerts lands inside the AML/CFT program rule. See [2026 AML/CFT Program Proposed Rule](https://www.bankingnewsai.com/ai-regulation/documents/fincen-aml-cft-program-nprm-2026).

## What the record suggests

### The cost-per-call number is the whole argument

A 36-fold cost gap per interaction is the kind of figure that funds everything else; it also means the first place AI touches customers is the channel regulators watch most closely for complaint handling.

### 'Fast follower' is a governance posture, not just a product one

Waiting to see how larger banks deploy assistants lets KeyBank inherit their control patterns — and their examiner findings — before shipping its own.

### Automating alert review is the exposure to watch

The CRO's example (99 of 100 alerts are nothing) is exactly the case where model drift goes unnoticed; the human-checks-output design is what makes it defensible.

### The CFO running technology changes the budget conversation

With the CIO seat vacated in March 2026 and the finance chief in charge, AI investment will be judged against the $100 million savings it is meant to fund — and the activist asking for buybacks.

## FAQ

### Who leads AI at KeyBank?

KeyBank has no public chief AI officer. CEO Chris Gorman frames the AI investment on earnings calls. CFO Clark Khayat has headed technology since CIO Amy Brady resigned in March 2026, and moved operations into the business lines by September. Chief Data and Analytics Officer Ankit Goel runs data and AI delivery, Ken Gavrity owns the commercial-bank proofs of concept, Kim Snipes leads commercial AI strategy, Emily Gessner leads consumer digital, and Chief Risk Officer Mo Ramani speaks for risk automation.

### What does KeyBank use AI for?

Two things are in production: conversational AI in the contact centre, where the CEO says an AI-handled call costs about $0.25 versus $9 for a human one, and Personetics-powered transaction enrichment in the mobile app, live since April 2026. Personalised insights are in pilot for a third-quarter 2026 launch and a conversational assistant is planned but undated. Machine learning also runs receivables matching for business clients.

### Which cloud and AI vendors does KeyBank use?

Google Cloud is the long-standing base: the analytics warehouse sits on BigQuery and applications were due to finish migrating in 2025. Microsoft Copilot is available to all employees, with an internal retrieval-augmented generation platform and Copilot Studio agents. Personetics supplies in-app insights, NiCE Actimize X-Sight runs fraud and AML, Versapay powers KeyTotal AR, and UJET, itself on Google Cloud, runs the contact centre. No OpenAI, Anthropic or Nvidia arrangement is public.

### Does KeyBank hold any AI patents?

No. Google Patents assignee searches on 2026-10-13 for KeyBank National Association and KeyCorp returned no granted AI patent or published AI application. The KeyBank National Association search mostly surfaced other companies' patents, and the KeyCorp-named patents found were older filings, some by unrelated Australian companies. The bank's AI capability comes from vendors, Google Cloud and Microsoft rather than its own filings.

### How much does KeyBank spend on technology, and does Scotiabank play a part?

KeyBank plans about $1 billion of technology spending in 2026, up roughly $200 million from 2024 and from an $800 to 900 million run rate, according to its September 2026 investor deck and the January call. Scotiabank has held 14.9% since December 2024 after paying about $2.8 billion, and filed in March 2026 to hold up to 19.99%. KeyCorp said that does not change the relationship; no shared AI project is public.

### Does KeyBank talk about AI in its SEC filings?

Mainly in the annual report. The 2025 10-K mentions AI, generative AI or machine learning 24 times, covering third-party AI, biased or opaque models and AI-enabled cyber threats. Our text count finds none in the Q1 or Q2 2026 10-Qs. On the Q2 2026 call, prepared remarks had no AI update; Gorman raised AI only when explaining power-infrastructure lending demand. The earlier Q1 call named four AI themes.

## Sources (48)

1. KeyBank Taps $100 Million Increase in Technology Spend (AI calls at $0.25 vs $9) — PYMNTS, Jan 23, 2026. https://www.pymnts.com/news/artificial-intelligence/2026/keybank-taps-conversational-ai-cut-call-center-costs/
2. KeyBank Marks $100M for Technology to Support Continued Growth — PYMNTS, Jul 22, 2025. https://pymnts.com/earnings/2025/keycorp-adds-frontline-bankers-technology-support-continued-growth
3. How KeyBank is creating 'cognitive banking' with AI — American Banker, Aug 1, 2025. https://americanbanker.com/news/how-keybank-is-creating-cognitive-banking-with-ai
4. KeyBank adds virtual commerce cards to ward off fintechs — American Banker, Apr 14, 2026. https://americanbanker.com/payments/news/keybank-to-stand-up-virtual-commercial-card-issuing
5. Amy Brady, KeyCorp's longtime CIO, resigns from the bank — American Banker, Mar 2, 2026. https://americanbanker.com/news/amy-brady-keycorps-longtime-cio-resigns-from-the-bank
6. KeyBank bets on relationships over tech budgets — Banking Dive, Jun 23, 2026. https://www.bankingdive.com/news/keybank-digital-banking-regionals-ai-insights-personetics/823541/
7. KeyBank CIO resigns — Banking Dive, Mar 3, 2026. https://bankingdive.com/news/keybank-amy-brady-cio-resign-health-clark-khayat-cfo/813644
8. KeyBank hires next CRO from Truist — Banking Dive, Jan 16, 2025. https://www.bankingdive.com/news/keybank-mo-ramani-darrin-benhart-cro-risk-chief-regulatory-officer-truist/737591/
9. KeyBank has 'no interest' in buying a bank, CEO says — Banking Dive, Dec 9, 2025. https://www.bankingdive.com/news/keybank-has-no-interest-in-buying-a-bank-ceo-says/807427/
10. KeyBank: The Era of the Digital CRO Is Here — The Wall Street Journal (Deloitte CIO Journal), Feb 19, 2026. https://deloitte.wsj.com/cio/keybank-the-era-of-the-digital-cro-is-here-38e965db
11. FIS and Leading Financial Institutions to Build Their Own Digital Tokenized Money Network — Business Wire via FT Markets, Apr 30, 2026. https://markets.ft.com/data/announce/detail?dockey=600-202604300800BIZWIRE_USPRX____20260430_BW729662-1
12. KeyBank Accelerates Southeast Growth with High-Impact Middle Market Team in Atlanta (boilerplate: $184 billion assets) — PR Newswire via FT Markets, Mar 23, 2026. https://markets-data-api-proxy.ft.com/data/announce/full?dockey=600-202603230832PR_NEWS_USPRX____CL14796-1
13. KeyBank Launches Predictive Accounts Receivable Matching with KeyTotal AR Powered by Versapay — KeyCorp, Jul 7, 2025. https://investor.key.com/press-releases/news-details/2025/KEYBANK-LAUNCHES-PREDICTIVE-ACCOUNTS-RECEIVABLE-MATCHING-WITH-KEYTOTAL-AR-POWERED-BY-VERSAPAY/default.aspx
14. KeyBank launching AI copilot to help dentists drowning in paperwork — American Banker, Sep 10, 2024. https://americanbanker.com/news/keybank-launching-ai-copilot-to-help-dentists-drowning-in-paperwork
15. NiCE Actimize X-Sight AI Enterprise Platform Increases Modernization of KeyBank's Financial Crime Operations — NiCE Actimize (Business Wire), Jun 12, 2025. https://www.businesswire.com/news/home/20250612909609/en/NiCE-Actimize-X-Sight-AI-Enterprise-Platform-Increases-Modernization-of-KeyBanks-Financial-Crime-Operations
16. KeyBank lowers costs by moving contact center to the cloud — American Banker, Aug 15, 2025. https://americanbanker.com/news/keybank-lowers-costs-by-moving-contact-center-to-the-cloud
17. KeyCorp (KEY) Q4 2025 Earnings Call Highlights: Strong Revenue Growth and Strategic Investments — GuruFocus (Yahoo Finance), Jan 20, 2026. https://finance.yahoo.com/news/keycorp-key-q4-2025-earnings-190057656.html
18. KeyCorp presentation, UBS Financial Services Conference (Form 8-K, Exhibit 99.1) — KeyCorp (SEC filings), Feb 9, 2026. https://www.sec.gov/Archives/edgar/data/91576/000009157626000008/ubsconferencepresentatio.htm
19. KeyCorp Annual Report on Form 10-K for the fiscal year ended December 31, 2025 — KeyCorp (SEC filings), Feb 23, 2026. https://www.sec.gov/Archives/edgar/data/91576/000162828026010546/key-20251231.htm
20. Kim Snipes, speaker profile, Digital Banking 2026 — American Banker, Apr 13, 2026. https://digital-banking.americanbanker.com/profile/kim-snipes
21. KeyCorp (KEY) Q1 2026 Earnings Call Transcript — Yahoo Finance, Apr 16, 2026. https://finance.yahoo.com/markets/stocks/articles/keycorp-key-q1-2026-earnings-155013854.html
22. KeyCorp investor presentation, June 2026 (Form 8-K, Exhibit 99.1) — KeyCorp (SEC filings), May 29, 2026. https://www.sec.gov/Archives/edgar/data/91576/000162828026039245/europejune2026presentati.htm
23. Cyber and electronic payments fraud (AI deepfake fraud) — KeyBank, May 29, 2025. https://www.key.com/content/dam/kco/documents/businesses___institutions/payment-fraud-schemes.pdf
24. KeyCorp Quarterly Report on Form 10-Q for the quarter ended June 30, 2026 — KeyCorp (SEC filings), Aug 4, 2026. https://www.sec.gov/Archives/edgar/data/91576/000162828026052671/key-20260630.htm
25. KeyCorp Quarterly Report on Form 10-Q for the quarter ended March 31, 2026 — KeyCorp (SEC filings), May 5, 2026. https://www.sec.gov/Archives/edgar/data/91576/000162828026030507/key-20260331.htm
26. KeyCorp Form 8-K, Item 5.02: resignation of Chief Information Officer Amy G. Brady — KeyCorp (SEC filings), Mar 2, 2026. https://www.sec.gov/Archives/edgar/data/91576/000162828026013254/key-20260224.htm
27. KeyCorp investor presentation, September 2026 (Form 8-K, Exhibit 99.1) — KeyCorp (SEC filings), Sep 25, 2026. https://www.sec.gov/Archives/edgar/data/91576/000162828026063618/investormeetings-europes.htm
28. Earnings call transcript: KeyCorp tops Q2 2026 profit view, shares slip premarket — Investing.com, Jul 21, 2026. https://investing.com/news/transcripts/earnings-call-transcript-keycorp-tops-q2-2026-profit-view-shares-slip-premarket-93CH-4803732
29. Earnings call transcript: KeyCorp beats Q4 2025 earnings, stock dips — Investing.com, Jan 20, 2026. https://investing.com/news/transcripts/earnings-call-transcript-keycorp-beats-q4-2025-earnings-stock-dips-93CH-4455523
30. KeyCorp at Barclays conference: growth, margin gains in focus (conference transcript) — Investing.com, Sep 14, 2026. https://za.investing.com/news/stock-market-news/keycorp-at-barclays-conference-growth-margin-gains-in-focus-93CH-4463954
31. The future of industries: What's happening now and next in financial services, with KeyBank — Google Cloud, Aug 14, 2024. https://cloud.google.com/transform/future-of-financial-services-ai-cloud-keybank-interview
32. Why context, not just data volume, is key to successful AI — Google Cloud, Nov 16, 2025. https://cloud.google.com/transform/why-context-not-just-data-volume-is-key-to-successful-ai
33. KeyBank identifies 40 AI proofs of concept — Bank Automation News, Aug 14, 2025. https://bankautomationnews.com/allposts/ai/keybank-identifies-40-ai-proofs-of-concept
34. KeyBank taps Versapay for AI-driven accounts receivable — Bank Automation News, Jul 14, 2025. https://bankautomationnews.com/allposts/business-banking/keybank-taps-versapay-for-ai-driven-accounts-receivable
35. KeyBank Partners with Personetics to Advance Financial Wellness — Business Wire, Jun 2, 2025. https://businesswire.com/news/home/20250602504801/en/KeyBank-Partners-with-Personetics-to-Advance-Financial-Wellness
36. The Most Powerful Women in Banking, No. 12, Amy Brady, KeyBank — American Banker, Oct 7, 2025. https://americanbanker.com/news/2025-the-most-powerful-women-in-banking-no-12-amy-brady-keybank
37. The Most Powerful Women in Banking NEXT, #3, Emily Gessner, KeyBank — American Banker, Oct 1, 2026. https://americanbanker.com/news/2026-the-most-powerful-women-in-banking-next-3-emily-gessner-keybank
38. Jon Briggs, speaker profile, Digital Banking 2025 — American Banker, Feb 5, 2025. https://digital-banking.americanbanker.com/speaker/jon-briggs
39. KeyCorp 2025 Corporate Responsibility Report (business edition): Our approach to artificial intelligence — KeyCorp, Aug 10, 2026. https://www.key.com/content/dam/kco/documents/about/esg-reports/2025-keycorp-cr-report-business.pdf
40. Scotiabank to take nearly 15% stake in KeyBank for $2.8B — Banking Dive, Aug 12, 2024. https://bankingdive.com/news/scotiabank-to-buy-nearly-15-stake-in-keybank-2-8-billion/723965
41. KeyBank grants top execs $16.7M in equity awards after Scotia deal — Banking Dive, Jan 6, 2025. https://bankingdive.com/news/keybank-scotiabank-gorman-khayat-paine-mago-brady-/736513
42. Scotiabank seeks to increase KeyCorp stake — Investing.com, Mar 20, 2026. https://investing.com/news/stock-market-news/scotiabank-seeks-to-increase-keycorp-stake-93CH-4573414
43. KeyCorp CEO expects to grow workforce despite AI advances — Albany Business Review (Business Journals), Jul 28, 2025. https://www.bizjournals.com/albany/news/2025/07/28/keybank-ceo-gorman-albany.html
44. Protecting Yourself from Artificial Intelligence (AI)-Powered Imposter Scams - Tips from KeyBank — ACCESS Newswire via Yahoo Finance, Mar 19, 2026. https://finance.yahoo.com/sectors/technology/articles/protecting-yourself-artificial-intelligence-ai-133000663.html
45. Middle Market Business Optimism Surges to Near-Historic Levels as Companies See Big Boost in Productivity from Improvements in Tech, Ops, and AI — KeyBank (PR Newswire), Feb 18, 2026. https://prnewswire.com/news-releases/middle-market-business-optimism-surges-to-near-historic-levels-as-companies-see-big-boost-in-productivity-from-improvements-in-tech-ops-and-ai-302691612.html
46. Middle Market Confidence Holds Near Record Highs as Companies Continue Investing Through Economic Uncertainty — KeyBank (PR Newswire), Aug 11, 2026. https://prnewswire.com/news-releases/middle-market-confidence-holds-near-record-highs-as-companies-continue-investing-through-economic-uncertainty-302848391.html
47. KeyCorp appoints Chris Doll as Chief Strategy Officer & Deputy CFO — KeyCorp (PR Newswire via Yahoo Finance), Aug 31, 2026. https://finance.yahoo.com/markets/stocks/articles/keycorp-appoints-chris-doll-chief-172400569.html
48. KeyBank Deepens Ties with Qolo to Launch New Virtual Card Program — Finovate, Apr 28, 2026. https://finovate.com/keybank-deepens-ties-with-qolo-to-launch-new-virtual-card-program

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