AI use cases · computed from bank profiles; nothing on this page is written by a model. All ranked answers: /banks/leaders
On the public record as of Oct 28, 2026, 36 of the 141 large banks profiled describe at least one sourced AI use case for contact-center operations on their profile. Ranked by use cases (in production), the top 5 are TowneBank (3 use cases), Busey Bank (3 use cases), Bank of Hawaii (3 use cases), OCBC (2 use cases) and Capital One (2 use cases). TowneBank's strongest evidence: Talkdesk cloud contact centre with Talkdesk Copilot: Member service runs on Talkdesk's cloud contact-centre platform, starting with Talkdesk Copilot agent assistance and….
141 banks profiled (120 US, 21 non-US) · 36 with matching evidence · ranked answer, not a comparison
Which of the large banks use AI for contact-center operations (agent assist, call summaries, routing)?
| # | Bank | Use cases (in production) | Strongest use case | Status | Date | On this site | Sources |
|---|---|---|---|---|---|---|---|
| 1 | TowneBank | 3 | Talkdesk cloud contact centre with Talkdesk Copilot: Member service runs on Talkdesk's cloud contact-centre platform, starting with Talkdesk Copilot agent assistance and… | In production (3 of 3 in production) | Aug 18, 2026 | TowneBank profile → | TowneBank (from The CEO Magazine) ↗ · Talkdesk ↗ |
| 2 | Busey Bank | 3 | Glia voice-AI virtual assistants in the contact centre: Routine calls handled by Glia virtual assistants (61.5% of calls) with automated post-call work, deployed as the… | In production (2 of 3 in production) | Sep 24, 2026 | Busey Bank profile → | The Financial Brand ↗ · Glia (Business Wire) ↗ |
| 3 | Bank of Hawaii | 3 | AI use cases in wealth discovery and the call centre: Being worked on for implementation to create operating leverage (Q1 2026 call) | Pilot (0 of 3 in production) | Apr 20, 2026 | Bank of Hawaii profile → | The Motley Fool (Yahoo Finance) ↗ · Bank of Hawaii Corporation (SEC filings) ↗ |
| 4 | OCBC | 2 | OCBC GPT and internal Gen AI tools: Chatbot for all employees (writing, research, ideation), plus in-house tools for coding (OCBC Wingman), call… | In production (2 of 2 in production) | Oct 5, 2026 | OCBC profile → | Oversea-Chinese Banking Corporation ↗ · Oversea-Chinese Banking Corporation ↗ |
| 5 | Capital One | 2 | MACAW fraud-call summaries: Understanding, reasoning, validation and explanation agents on fine-tuned open-weight models summarise long fraud… | In production (2 of 2 in production) | Aug 13, 2026 | Capital One profile → | Capital One ↗ · VentureBeat (sponsored by Capital One) ↗ |
| 6 | NatWest | 2 | AI agents for onboarding, mandates and operations: Four agents were live across onboarding and mandates in Commercial & Institutional at Q1 2026 and five agents were… | In production (2 of 2 in production) | Jul 31, 2026 | NatWest profile → | NatWest Group plc (via FT Markets) ↗ · NatWest Group plc ↗ |
| 7 | KeyBank | 2 | Conversational AI in the contact centre: AI-handled calls at roughly $0.25 each versus $9 for human-handled | In production (2 of 2 in production) | Jan 23, 2026 | KeyBank profile → | PYMNTS ↗ · American Banker ↗ |
| 8 | BankUnited | 2 | Talkdesk AI contact centre: The contact centre runs on Talkdesk's Financial Services Experience Cloud: Talkdesk Copilot guides agents during… | In production (1 of 2 in production) | Sep 24, 2026 | BankUnited profile → | South Florida Business Journal ↗ · Talkdesk ↗ |
| 9 | TD Bank Group | 2 | Generative knowledge management for frontline colleagues: Introduced in contact centres in 2025, deployed across more than 1,000 Canadian branches by February 2026 and… | In production (1 of 2 in production) | Aug 31, 2026 | TD Bank Group profile → | Banking Dive ↗ · Motley Fool (Yahoo Finance) ↗ |
| 10 | WesBanco | 2 | Automation and AI initiatives in operations: Investor presentations say the bank is advancing automation and AI to improve efficiency, reduce costs and scale loan… | Announced (0 of 2 in production) | Aug 27, 2026 | WesBanco profile → | WesBanco (SEC filings) ↗ · WesBanco (SEC filings) ↗ |
| 11 | BBVA | 1 | Agent-assisted software development: People and agents collaborate across the development lifecycle | In production | Oct 6, 2026 | BBVA profile → | BBVA ↗ · BBVA ↗ |
| 12 | BofA | 1 | EricaAssist at the contact centre: Desktop widget used by about 18,000 customer service employees | In production | Sep 29, 2026 | BofA profile → | Banking Dive ↗ · Fortune ↗ |
| 13 | Truist | 1 | AI Call Summaries: Automatic generative-AI note-taking for care-centre conversations, implemented in Q3 2025 and fully deployed by… | In production | Sep 9, 2026 | Truist profile → | Truist ↗ |
| 14 | MUFG | 1 | AI in call centres and customer support: Call-centre AI for corporate and retail clients is listed as a major use case | In production | Aug 24, 2026 | MUFG profile → | Mitsubishi UFJ Financial Group, Inc. ↗ · Mitsubishi UFJ Financial Group, Inc. ↗ |
| 15 | Simmons Bank | 1 | Centralised call centre and automated teller line: Legacy service automation credited to the retiring CDO | In production | Aug 20, 2026 | Simmons Bank profile → | Simmons Bank ↗ |
| 16 | Frost | 1 | 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) | In production | Aug 17, 2026 | Frost profile → | Cullen/Frost Bankers (SEC filings) ↗ · Banking Dive ↗ |
| 17 | Citi | 1 | Servicing agent assist (Services and Cards): Generative AI supports 6,000 service agents in 72 countries handling over 3 million inquiries a year, cutting… | In production | May 7, 2026 | Citi profile → | Citigroup ↗ |
| 18 | Wells Fargo | 1 | Banker call summaries and payments intelligence: A tool that summarises banker-client calls beyond a CRM dump | In production | May 5, 2026 | Wells Fargo profile → | American Banker ↗ |
| 19 | United Community | 1 | AI-powered contact-centre agent tools: Efficiency tools for agents while maintaining service quality | In production | Apr 21, 2026 | United Community profile → | United Community Banks ↗ · United Community Banks (SEC filings) ↗ |
| 20 | Scotiabank | 1 | Contact-centre AI and Ask AI: AI handles more than 40% of client queries in contact centres | In production | Apr 13, 2026 | Scotiabank profile → | Scotiabank (CNW via Yahoo Finance) ↗ · Yahoo Finance ↗ |
| 21 | OceanFirst | 1 | Five9 Agent Assist and AI call summaries: Calls are transcribed in real time with recommended actions, and AI summaries are stored in customer records in… | In production | Mar 26, 2026 | OceanFirst profile → | OceanFirst Bank (BizTech Magazine reprint) ↗ |
| 22 | City National | 1 | Aiden agent platform (RBC Capital Markets): Developed with Borealis AI on NVIDIA AI Enterprise | In production | Mar 23, 2026 | City National profile → | PYMNTS ↗ · RBC ↗ |
| 23 | UBS Group AG | 1 | AI chatbots for mobile banking support: AI-powered chatbots give instant mobile-banking support to 1.2 million clients | In production | Mar 9, 2026 | UBS Group AG profile → | UBS Group AG (SEC filing) ↗ |
| 24 | Barclays US | 1 | GenAI contact-centre call summarisation: Reason, actions and next steps captured for every call | In production | Feb 5, 2026 | Barclays US profile → | Barclays ↗ |
| 25 | Barclays | 1 | GenAI contact-centre call summaries (US Consumer Bank): Reason for call, actions and next steps captured for agents | In production | Feb 5, 2026 | Barclays profile → | Barclays ↗ |
| 26 | M&T | 1 | Microsoft Copilot: First drafts and call summaries for 16,000 employees | In production | Sep 18, 2025 | M&T profile → | American Banker ↗ |
| 27 | Banco Santander | 1 | Speech Analytics in Spain contact centres: Speech Analytics processes 10 million voice calls a year in Spain and auto-fills CRM systems, freeing over 100,000… | In production | Aug 12, 2025 | Banco Santander profile → | Banco Santander ↗ |
| 28 | Ally | 1 | Call summarisation for customer care: Gen-AI summaries of customer calls | In production | Jul 31, 2025 | Ally profile → | Ally Financial ↗ · American Banker ↗ |
| 29 | Columbia | 1 | Cisco AI Assistant for Webex Contact Center: Agent-facing first: dropped-call summaries so customers do not repeat themselves, and topic analytics that found about… | In production | Apr 11, 2025 | Columbia profile → | Webex Blog (Cisco) ↗ |
| 30 | Fulton | 1 | AI call summarisation in the contact centre: The tool listens to calls and summarises them, a task agents formerly did by hand | In production | Nov 20, 2024 | Fulton profile → | American Banker ↗ |
| 31 | Citizens | 1 | LLM call-centre automation: Targeting ~25% of calls handled without human interaction by year-end 2026 and ~50% over time | Rolling out | Jul 16, 2026 | Citizens profile → | Citizens Financial Group (SEC filings) ↗ · Citizens Financial Group (SEC filings) ↗ |
| 32 | First Horizon | 1 | Webex contact-centre AI: agent-stress scoring and call summaries: Cisco's AI model scores agent stress to trigger a reset or reroute | Rolling out | Feb 11, 2026 | First Horizon profile → | American Banker ↗ · Cisco (PR Newswire) ↗ |
| 33 | JPMorgan | 1 | Call-centre and client assistants: Generative AI in call centres for agents serving Chase customers | Rolling out | Sep 30, 2025 | JPMorgan profile → | The Wall Street Journal ↗ · CNBC ↗ |
| 34 | EverBank | 1 | API-first vendor stack for digital banking: FIS Digital One for consumer online banking and online and branch account opening (go-live planned summer 2024)… | Rolling out | Jul 16, 2024 | EverBank profile → | Bank Automation News ↗ · Bank Automation News ↗ |
| 35 | TD | 1 | Voice AI agent for US contact centres: Built with a vendor | Announced | Sep 17, 2026 | TD profile → | MarketBeat (Yahoo Finance) ↗ |
| 36 | Arvest | 1 | Google Contact Center AI Insights (planned): Named in the 2022 Google Cloud agreement to improve the contact-centre experience | Announced | Jul 25, 2022 | Arvest profile → | Arvest Bank ↗ |
Each row quotes one record from bank profiles; the “On this site” link opens the bank's own page or sub-page with every source. Banks absent from the table have nothing matching on the record this site holds.
How is this ranked?
Data: the 141 bank profiles on this site (lib/banks), every entry dated and sourced: the "Where AI runs" use cases, each with a status (in production, rolling out, pilot, announced).
Rule: Use cases whose name or detail matches call cent(er|re)|contact cent(er|re)|agent[- ]assist|call summar|after[- ]call|call (routing|transcription|notes)|service (agents|representatives) (use|with). Score = matching use cases. Order: matching use cases, then those in production, then the strongest stage, then the newest source.
Counts: 36 of 141 profiled banks qualify; 57 distinct sources cited in the table. Data checked 2026-10-28; ranking template updated 2026-10-30.
What are the caveats?
Banks absent from the table have nothing matching on the record this site holds, which is not evidence that they do nothing. Each row links the bank's own page, where every entry carries its sources.
Which bank ranks first?
TowneBank leads with 3 use cases: Talkdesk cloud contact centre with Talkdesk Copilot: Member service runs on Talkdesk's cloud contact-centre platform, starting with Talkdesk Copilot agent assistance and…. Busey Bank is second with 3.
How many large banks describe AI use cases for contact center?
36 of the 141 profiled banks (120 US, 21 non-US groups). Among those listed, 27 are US banks and 9 non-US groups.
What counts, and what does not?
Use cases whose name or detail matches call cent(er|re)|contact cent(er|re)|agent[- ]assist|call summar|after[- ]call|call (routing|transcription|notes)|service (agents|representatives) (use|with). Score = matching use cases. Order: matching use cases, then those in production, then the strongest stage, then the newest source. Source: the 141 bank profiles on this site (lib/banks), every entry dated and sourced: the "Where AI runs" use cases, each with a status (in production, rolling out, pilot, announced).
Is this a measure of capability?
No. Every row is a sourced fact on the public record: what the bank, a regulator, a filing or an independent outlet has put on the record. The page does not rate how well anything works.
When was this checked, and how often does it update?
The data behind the table was last checked on 2026-10-28 (bank profiles). The page recomputes whenever that dataset changes and is republished with the site; it is never edited by hand.
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