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, 96 of the 141 large banks profiled describe at least one sourced AI use case for customer service on their profile. Ranked by use cases (in production), the top 5 are Schwab (6 use cases), Truist (5 use cases), BBVA (4 use cases), NatWest (4 use cases) and FNB (4 use cases). Schwab's strongest evidence: Portfolio Insights (UK): AI summaries for UK clients' biggest-moving holdings and relevant S&P 500 news.
141 banks profiled (120 US, 21 non-US) · 96 with matching evidence · top 40 shown · ranked answer, not a comparison
Which of the large banks use AI for customer service?
| # | Bank | Use cases (in production) | Strongest use case | Status | Date | On this site | Sources |
|---|---|---|---|---|---|---|---|
| 1 | Schwab | 6 | Portfolio Insights (UK): AI summaries for UK clients' biggest-moving holdings and relevant S&P 500 news | In production (4 of 6 in production) | Aug 11, 2026 | Schwab · virtual assistant → | Charles Schwab ↗ · Business Wire via FT Markets ↗ |
| 2 | Truist | 5 | Connection Tiles: AI analysis of a client's finances prompts branch bankers with five suggested products or actions, such as a… | In production (5 of 5 in production) | Sep 16, 2026 | Truist · virtual assistant → | Truist via FT Markets ↗ · Truist ↗ |
| 3 | BBVA | 4 | Assistants for relationship-manager conversations: Assistants filter more than half of the conversations relationship managers receive through the app in Spain | In production (3 of 4 in production) | Oct 6, 2026 | BBVA profile → | BBVA ↗ · BBVA ↗ |
| 4 | NatWest | 4 | Cora digital assistant with generative AI: Cora handled 12.9 million conversations in 2025 and 7.1 million in H1 2026 | In production (3 of 4 in production) | Jul 31, 2026 | NatWest profile → | NatWest Group plc ↗ · NatWest Group plc ↗ |
| 5 | FNB | 4 | eStore Common app with AI-driven insights: One application for 50-plus consumer and business products | In production (2 of 4 in production) | Mar 10, 2026 | FNB profile → | PR Newswire via FT Markets ↗ · Banking Dive ↗ |
| 6 | BofA | 3 | EricaAssist at the contact centre: Desktop widget used by about 18,000 customer service employees | In production (3 of 3 in production) | Sep 29, 2026 | BofA · virtual assistant → | American Banker ↗ · Bank of America (PR Newswire) ↗ |
| 7 | Columbia | 3 | Glia digital service ('Go-To'): Glia's platform (chat, on-screen voice and co-browsing) powers the Go-To digital service Umpqua Bank built and used to… | In production (3 of 3 in production) | Sep 24, 2026 | Columbia profile → | Yahoo Finance ↗ · MarketBeat via Yahoo Finance ↗ |
| 8 | Fifth Third | 3 | Bilingual Jeanie and universal search: Jeanie handles all intents in Spanish and English since the Comerica conversion | In production (3 of 3 in production) | Sep 15, 2026 | Fifth Third · virtual assistant → | Fifth Third ↗ · Fifth Third via FT Markets ↗ |
| 9 | Scotiabank | 3 | Predictive UX payment prompts: A patented algorithm ranks a client's likely bill payments and transfers from past behaviour and shows them as quick… | In production (3 of 3 in production) | Jul 24, 2026 | Scotiabank profile → | Scotiabank (CNW via Yahoo Finance) ↗ · Yahoo Finance ↗ |
| 10 | Fulton | 3 | NICE Expert knowledge base, Copilot auto summary and chat channel: Journey summaries, transfer summaries and auto summary for agents over a consolidated knowledge base, and chat added… | In production (2 of 3 in production) | Sep 30, 2026 | Fulton profile → | NICE ↗ · Fulton Bank ↗ |
| 11 | BankUnited | 3 | Talkdesk AI contact centre: The contact centre runs on Talkdesk's Financial Services Experience Cloud: Talkdesk Copilot guides agents during… | In production (2 of 3 in production) | Sep 24, 2026 | BankUnited · virtual assistant → | BankUnited ↗ · South Florida Business Journal ↗ |
| 12 | 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) ↗ |
| 13 | U.S. Bank | 3 | Smart Assistant: Virtual assistant in the mobile app that works by text and by voice | In production (2 of 3 in production) | Sep 23, 2026 | U.S. Bank · virtual assistant → | American Banker ↗ · U.S. Bank ↗ |
| 14 | Société Générale | 3 | BoursoBank AI interaction share: AI handles 65% of BoursoBank client interactions in 2025, up from 39% in 2020, in a model with about 1,000 employees… | In production (2 of 3 in production) | Sep 21, 2026 | Société Générale profile → | Societe Generale ↗ · Societe Generale ↗ |
| 15 | Frost | 3 | 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 (2 of 3 in production) | Aug 17, 2026 | Frost profile → | Banking Dive ↗ · Cullen/Frost Bankers (SEC filings) ↗ |
| 16 | Commonwealth Bank | 3 | Virtual messaging and AI orchestration agent: Virtual messaging handles 86% of conversations end to end per the FY26 results call | In production (2 of 3 in production) | Aug 12, 2026 | Commonwealth Bank profile → | Commonwealth Bank of Australia ↗ · Commonwealth Bank of Australia ↗ |
| 17 | DBS | 3 | DBS Joy (corporate and SME assistant): Gen AI virtual agent in IDEAL that became fully agentic in Singapore in July 2026 | In production (2 of 3 in production) | Jul 27, 2026 | DBS profile → | DBS Group Holdings ↗ · DBS Group Holdings ↗ |
| 18 | TD | 3 | TD AI Prism personalisation: Predictive foundation model for customer needs and marketing | In production (2 of 3 in production) | Jun 1, 2026 | TD · virtual assistant → | TD Bank Group ↗ · American Banker ↗ |
| 19 | Citizens | 3 | CiZi: Mobile-app AI assistant | In production (2 of 3 in production) | Jun 1, 2026 | Citizens · virtual assistant → | American Banker ↗ · Citizens ↗ |
| 20 | Amex | 3 | Graphite card agentic search and checkout: Agentic AI supporting product search and checkout for business customers | In production (2 of 3 in production) | Apr 23, 2026 | Amex profile → | American Banker ↗ · American Express via FT Markets ↗ |
| 21 | SoFi | 3 | Cash Coach: AI insights engine that recommends moving idle cash and paying down high-rate debt | In production (2 of 3 in production) | Oct 28, 2025 | SoFi · virtual assistant → | Business Wire via FT Markets ↗ · Banking Dive ↗ |
| 22 | Huntington | 3 | Huntington Heads Up personalised insights: 14 million curated insights a month across 96 use cases at a 4.7 out of 5 satisfaction rating (March 2025), delivered… | In production (2 of 3 in production) | Mar 27, 2025 | Huntington profile → | Bloomberg ↗ · American Banker ↗ |
| 23 | MUFG | 3 | AI in call centres and customer support: Call-centre AI for corporate and retail clients is listed as a major use case | In production (1 of 3 in production) | Aug 24, 2026 | MUFG profile → | Mitsubishi UFJ Financial Group, Inc. ↗ · Mitsubishi UFJ Financial Group, Inc. ↗ |
| 24 | Bank of Hawaii | 3 | Digital banking scale: 350,000-plus enrolments | In production (1 of 3 in production) | Mar 13, 2026 | Bank of Hawaii profile → | The Motley Fool (Yahoo Finance) ↗ · Bank of Hawaii Corporation (SEC filings) ↗ |
| 25 | USAA | 3 | Front-office answer assistant over 20,000 documents: An AI layer lets call-centre staff ask a question and get an answer instead of searching and reading documents (Bajaj… | In production (1 of 3 in production) | May 13, 2025 | USAA · virtual assistant → | MIT Sloan Management Review ↗ · Bank Automation News ↗ |
| 26 | TD Bank Group | 3 | Contact-centre AI and collections agent: Contact centres are a first-wave priority to simplify routine interactions | Rolling out (0 of 3 in production) | Sep 9, 2026 | TD Bank Group profile → | Motley Fool (Yahoo Finance) ↗ · Financial Post via Yahoo Finance ↗ |
| 27 | Banner Bank | 2 | Banner Virtual Assistant: Conversational phone and chat assistant for account servicing with human handoff | In production (2 of 2 in production) | Sep 24, 2026 | Banner Bank profile → | Banner Bank ↗ · Glia ↗ |
| 28 | Capital One | 2 | Eno: Customer assistant in the mobile app, by text and email, in notifications (including on smart watches) and online from… | In production (2 of 2 in production) | Sep 19, 2026 | Capital One · virtual assistant → | Capital One ↗ · Capital One ↗ |
| 29 | TowneBank | 2 | 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 (2 of 2 in production) | Aug 18, 2026 | TowneBank profile → | TowneBank (from The CEO Magazine) ↗ · Talkdesk ↗ |
| 30 | OCBC | 2 | Contact-centre AI: call summaries and Gen AI call review: OCBC Whisper gives contact-centre agents real-time call summaries | In production (2 of 2 in production) | Aug 18, 2026 | OCBC profile → | The Business Times ↗ · The Straits Times ↗ |
| 31 | BMO | 2 | Next Best Offer with Codat: Machine learning on payments data recommends products to bankers | In production (2 of 2 in production) | Aug 6, 2026 | BMO profile → | American Banker ↗ · BMO AI Hub ↗ |
| 32 | HSBC USA | 2 | CIB servicing agents: Agents handle customer enquiries across products, markets and regulatory requirements, cutting resolution time by more… | In production (2 of 2 in production) | Jul 27, 2026 | HSBC USA profile → | Banking Dive ↗ · Banking Dive ↗ |
| 33 | Valley | 2 | Voice AI for auto-loan reminders and collections: An autonomous outbound voice agent that holds payment-reminder and collection conversations with past-due auto-loan… | In production (2 of 2 in production) | Jul 23, 2026 | Valley profile → | Banking Dive ↗ · Bloomberg ↗ |
| 34 | Bread Financial | 2 | Spark generative-AI assistant and AI call handling: The 2026 proxy lists Spark, a generative-AI powered digital assistant, among 2025 achievements for customer service… | In production (2 of 2 in production) | Apr 7, 2026 | Bread Financial profile → | Bread Financial Holdings (SEC filing) ↗ · Bread Financial Holdings (SEC filing) ↗ |
| 35 | Park National | 2 | AI-powered Auto-Coach for bankers: An AI-powered tool that surfaces answers to bankers so they can help customers faster and spot cross-sell opportunities | In production (2 of 2 in production) | Mar 9, 2026 | Park National profile → | Park National Corporation (SEC filing, ARS) ↗ |
| 36 | UOB | 2 | Gen AI chatbot for wealth bankers: A Gen AI chatbot helps bankers quickly retrieve wealth advisory updates for client servicing | In production (2 of 2 in production) | Mar 9, 2026 | UOB profile → | United Overseas Bank ↗ · United Overseas Bank ↗ |
| 37 | UBS (US) | 2 | STAAT proactive insights for US advisors: Machine-learning alerts on external assets, life events and network connections | In production (2 of 2 in production) | Jan 9, 2026 | UBS (US) profile → | UBS ↗ · PYMNTS ↗ |
| 38 | First Hawaiian | 2 | In-app chatbot in the July 2025 mobile app: The launch release lists an in-app chatbot, help guides and secure messaging | In production (2 of 2 in production) | Jul 17, 2025 | First Hawaiian profile → | First Hawaiian Bank ↗ · First Hawaiian Bank ↗ |
| 39 | HSBC | 2 | Servicing assistant in Corporate and Institutional Banking: Supports 3 million client interactions a year | In production (1 of 2 in production) | Oct 5, 2026 | HSBC profile → | HSBC Holdings plc ↗ · HSBC Holdings plc ↗ |
| 40 | ING | 2 | GenAI contact-centre chatbots: Chatbots live in seven countries | In production (1 of 2 in production) | Oct 5, 2026 | ING profile → | ING Groep N.V. (SEC filing) ↗ · ING Groep N.V. ↗ |
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 tagged customer-chatbots. Score = matching use cases. Order: matching use cases, then those in production, then the strongest stage, then the newest source.
Counts: 96 of 141 profiled banks qualify; the table shows the top 40; 79 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?
The Charles Schwab Corporation leads with 6 use cases: Portfolio Insights (UK): AI summaries for UK clients' biggest-moving holdings and relevant S&P 500 news. Truist is second with 5.
How many large banks describe AI use cases for customer service?
96 of the 141 profiled banks (120 US, 21 non-US groups); the table shows the top 40. Among those listed, 28 are US banks and 12 non-US groups.
What counts, and what does not?
Use cases tagged customer-chatbots. 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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