# Which large banks lead in client experience technology?

Source: https://www.bankingnewsai.com/banks/leaders/client-experience-technology
Last updated: Oct 23, 2026


Edition: computed from the bank pages as of Oct 21, 2026, methodology at https://www.bankingnewsai.com/banks/ai-index/methodology.

Data as of Oct 21, 2026 · 140 banks profiled · 107 with evidence · 90 sources cited.

On the public record, the large banks leading in client experience technology are BBVA, Truist, U.S. Bank, Schwab and NatWest: BBVA (Blue, the customer assistant (in production) · AI Banker, AutoPF and…; Relationship-manager conversations filtered by assistants (Spain): More than…); Truist (Truist Insights (in production) · Integrated receivables (in…; Active mobile users / share of client logins on mobile, 2Q26: 5.4 million (+4%…); U.S. Bank (Liquidity Manager cash forecasting (in production) · STAT merchant…; Smart Assistant uses per month (website and mobile app): 2.5 million (Feb 23…); Schwab (Portfolio Insights (in production) · NLP models in client service…; Live interactions transcribed by the AI Service Assistant: ≈ 60,000 a day (Apr…); NatWest (Cora digital assistant with generative AI (in production) · NatWest…; Fraud Triage Agent conversations since launch: Nearly 19,000 (Sep 25, 2026)). 85 of the 140 profiled banks describe a client-facing AI system in production (assistants, chatbots and customer-facing generative AI), and 41 disclose a digital-scale figure such as digitally active customers, app users or assistant interactions.

## Which banks have the most client-facing digital and AI on the record?

The 30 highest of the 107 banks with a client-facing AI use case or a disclosed digital-scale figure on their page. Use cases: customer-chatbots entries and generative-agentic-ai entries whose text names customers or clients (employee-only tools excluded). Figures: digitally active or mobile customers, app ratings or users, assistant interactions or conversations. Moves: dated timeline entries on clients, customers, digital, apps, assistants or advisers that describe a digital or AI system.

| # | Bank | AI index score | Client-facing AI (stage) | Digital scale figure | Latest client-facing move | Evidence · score | Status | Date | Sources |
| --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |
| 1 | [BBVA](https://www.bankingnewsai.com/banks/bbva) | n/a | Blue, the customer assistant (in production) · AI Banker, AutoPF and contact-centre copilots (in production) · Retail-banking legal assistant GPT (in production) | Relationship-manager conversations filtered by assistants (Spain): More than half (Oct 6, 2026) | Algorithmic trading: models plus generative agents on the desk (Oct 9, 2026) | 6 in production of 7 use cases · 4 figures · score 23 | In production | Oct 9, 2026 | [BBVA](https://bbva.com/en/innovation/for-the-first-time-in-spain-bbva-will-offer-ai-powered-account-and-card-management-with-its-virtual-assistant); [BBVA](https://bbva.com/en/innovation/the-banker-names-bbva-best-technology-bank-in-western-europe-and-best-bank-fintech-partnership-for-its-strategic-agreement-with-openai); [BBVA](https://bbva.com/en/enterprises/bbva-expands-artificial-intelligence-to-key-commercial-banking-processes) |
| 2 | [Truist](https://www.bankingnewsai.com/banks/truist) | 84.6 | Truist Insights (in production) · Integrated receivables (in production) · AI Call Summaries (in production) | Active mobile users / share of client logins on mobile, 2Q26: 5.4 million (+4% y/y) / about 85% (Jun 30, 2026) | Q2 2026: digital metrics that carry the AI story (Jul 17, 2026) | 6 in production of 6 use cases · 7 figures · score 22 | In production | Sep 16, 2026 | [Truist via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202609030730PR_NEWS_USPRX____CL39481-1); [Truist](https://media.truist.com/2026-02-03-Truist-launches-AI-enabled-receivables-platform-to-accelerate-cash-application-and-minimize-exceptions); [Truist](https://ir.truist.com/2026-09-09-Truist-advances-AI-to-create-more-meaningful-client-interactions) |
| 3 | [U.S. Bank](https://www.bankingnewsai.com/banks/us-bancorp) | 81.2 | Liquidity Manager cash forecasting (in production) · STAT merchant statement analysis (in production) · Smart Assistant (in production) | Smart Assistant uses per month (website and mobile app): 2.5 million (Feb 23, 2026) | Smart Assistant cited as a voice-capable virtual assistant (Sep 23, 2026) | 5 in production of 6 use cases · 2 figures · score 19 | In production | Sep 23, 2026 | [U.S. Bank](https://www.usbank.com/about-us-bank/news-and-stories/article-library/us-bank-launches-ai-driven-cash-forecasting-tool.html); [U.S. Bank](https://www.usbank.com/about-us-bank/news-and-stories/article-library/ai-powered-statement-analyzer-simplifies-payment-services-for-small-businesses.html); [American Banker](https://www.americanbanker.com/news/u-s-bank-tops-mobile-banking-ranks-for-third-straight-year) |
| 4 | [Schwab](https://www.bankingnewsai.com/banks/charles-schwab) | 80.7 | Portfolio Insights (in production) · NLP models in client service (in production) · Schwab AI Service Assistant (in production) | Live interactions transcribed by the AI Service Assistant: ≈ 60,000 a day (Apr 16, 2026) | Charley, a gen-AI assistant for retail clients, unveiled (Sep 30, 2026) | 5 in production of 8 use cases · 1 figure · score 19 | In production | Sep 30, 2026 | [Charles Schwab](https://pressroom.aboutschwab.com/press-releases/press-release/2026/Charles-Schwab-Launches-AI-Powered-Capability-That-Helps-Investors-Understand-Portfolio-Performance-and-Market-Activity/default.aspx); [Business Wire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202607210730BIZWIRE_USPRX____20260721_BW955369-1); [Charles Schwab](https://www.aboutschwab.com/mss/story/ai-on-the-other-end-of-the-line) |
| 5 | [NatWest](https://www.bankingnewsai.com/banks/natwest) | n/a | Cora digital assistant with generative AI (in production) · NatWest app in ChatGPT (in production) · Call and complaint summarisation (in production) | Fraud Triage Agent conversations since launch: Nearly 19,000 (Sep 25, 2026) | First UK bank with an app in ChatGPT (Apr 30, 2026) | 4 in production of 5 use cases · 5 figures · score 19 | In production | Sep 25, 2026 | [NatWest Group plc](https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/results-center/13022026/nwg-annual-report-and-accounts-2025.pdf); [NatWest Group plc](https://investors.natwestgroup.com/~/media/Files/R/RBS-IR-V2/results-center/31072026/nwg-h1-2026-results.pdf); [NatWest Group plc (via FT Markets)](https://markets.ft.com/data/announce/detail?dockey=1323-17572982-6KO5L6JMVM203E07K6DAEHJ83P) |
| 6 | [BofA](https://www.bankingnewsai.com/banks/bank-of-america) | 97.3 | Erica (in production) · CashPro Forecasting and Data Intelligence (in production) · CashPro Chat for corporate clients (in production) | Erica cumulative interactions: 3.8 billion since 2018; nearly 200 million a quarter (Oct 19, 2026) | AskGPS Intelligence Hub and CashPro Payments Insights launch (Sep 28, 2026) | 4 in production of 4 use cases · 3 figures · score 18 | In production | Oct 19, 2026 | [American Banker](https://www.americanbanker.com/news/how-bank-of-americas-erica-does-the-work-of-11-000-people); [Bank of America via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202512110915PR_NEWS_USPRX____NY43834-1); [Bank of America (PR Newswire)](https://www.prnewswire.com/news-releases/bofas-ai-driven-cashpro-chat-and-transaction-search-capabilities-reach-record-usage-by-corporate-clients-302593672.html) |
| 7 | [Amex](https://www.bankingnewsai.com/banks/american-express) | 93.0 | Graphite card agentic search and checkout (in production) · Card servicing chatbot and AI app search (in production) · Travel counselor assist (in production) | Travel counselors using the AI assistant: 5,000 in 19 markets; over 85% report time saved (Apr 2, 2025) | Next-generation Amex Corporate launched, with AI agents planned for fall (Sep 30, 2026) | 4 in production of 8 use cases · 1 figure · score 18 | In production | Oct 13, 2026 | [American Banker](https://www.americanbanker.com/payments/news/amex-earnings-beat-wall-street-estimates); [American Express via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202603250715BIZWIRE_USPRX____20260324_BW485642-1); [American Express](https://www.americanexpress.com/en-us/newsroom/articles/financial-news/2026-chairman-s-letter-to-shareholders.html) |
| 8 | [Wells Fargo](https://www.bankingnewsai.com/banks/wells-fargo) | 90.3 | Fargo (in production) · Integrated receivables (in production) · Intelligent Banker book (in production) | Spanish-speaking Fargo users: > 3 million customers; > 160 million interactions (Mar 26, 2026) | Fargo to be powered by Google Cloud AI (Jan 1, 2022) | 5 in production of 5 use cases · 3 figures · score 17 | In production | Jun 19, 2026 | [VentureBeat](https://venturebeat.com/business/wells-fargos-ai-assistant-just-crossed-245-million-interactions-with-zero-humans-in-the-loop-and-zero-pii-to-the-llm); [Wells Fargo (Business Wire)](https://www.businesswire.com/news/home/20260326542274/en/Wells-Fargo-Reaches-Major-Digital-Milestones); [Wells Fargo](https://www.wellsfargo.com/com/insights/how-ir-takes-pain-from-receivable-posting/) |
| 9 | [BNP Paribas](https://www.bankingnewsai.com/banks/bnp-paribas) | n/a | HelloïZ virtual assistant at Hello bank! (in production) · Nickel Assist (in production) · Call Analyzer at BNP Paribas Cardif (in production) | Hello bank! clients with the HelloïZ virtual assistant: More than one million since January 2026 (May 26, 2026) | 2025 Integrated Report: more than 800 AI specialists (Jun 12, 2026) | 4 in production of 4 use cases · 2 figures · score 16 | In production | Sep 24, 2026 | [BNP Paribas](https://group.bnpparibas/en/press-release/bnp-paribas-and-mistral-ai-extend-their-partnership-to-support-the-next-phase-of-generative-ai-deployment-within-the-group); [BNP Paribas](https://group.bnpparibas/en/press-release/bnp-paribas-and-google-cloud-announce-new-partnership-on-agentic-ai-and-cloud-innovation); [BNP Paribas](https://group.bnpparibas/en/news/ai-at-bnp-paribas-2-analyzing-telephone-conversations-with-bnp-paribas-cardif-customers-to-improve-service-quality) |
| 10 | [Regions](https://www.bankingnewsai.com/banks/regions) | 83.4 | RegionsClientIQ and its generative-AI copilot (in production) · AI-driven banker enablement and onboarding platforms (in production) · Personalised insights in mobile banking (in production) | Digital share of transactions / active mobile users: 80% / 2.7 million (Jul 17, 2026) | Digital reaches 80% of transactions (Jul 17, 2026) | 4 in production of 4 use cases · 1 figure · score 14 | In production | Aug 7, 2026 | [Regions Financial (SEC filing)](https://www.sec.gov/Archives/edgar/data/1281761/000128176126000032/rf-2026331xexhibit993fin.htm); [Regions Financial (SEC filing)](https://www.sec.gov/Archives/edgar/data/1281761/000128176126000057/a3q26investormeetingmate.htm); [PYMNTS](https://pymnts.com/earnings/2026/regions-says-ai-lifts-productivity-20percent-loan-growth-cools) |
| 11 | [Columbia](https://www.bankingnewsai.com/banks/columbia) | 63.4 | AI-powered customer-support assistant (in production) · AI impacts survey for business clients (in production) · Glia digital service ('Go-To') (in production) | Customer-support mix, human calls to AI-assistant chats: 2 : 1 → 1 : 3 (Apr 23, 2026) | CEO on AI in the conversion, in coding and in customer support (Apr 23, 2026) | 4 in production of 4 use cases · 1 figure · score 14 | In production | Sep 24, 2026 | [Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/columbia-colb-q1-2026-earnings-235221791.html); [MarketBeat via Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/columbia-banking-system-q1-earnings-223611466.html); [PR Newswire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202606250900PR_NEWS_USPRX____SF91495-1) |
| 12 | [ING](https://www.bankingnewsai.com/banks/ing) | n/a | GenAI contact-centre chatbots (in production) · Wholesale banking front-office AI (in production) · LLM voicebot and speech-to-speech tests (pilot) | Chats resolved without human support: More than 80% in four countries, rolled out in seven countries (Mar 18, 2026) | 2Q26 results: Instant Mortgages in Germany and agentic mortgages 'live in production' (Jul 30, 2026) | 2 in production of 4 use cases · 2 figures · score 14 | In production | Oct 14, 2026 | [ING Groep N.V. (SEC filing)](https://www.sec.gov/Archives/edgar/data/0001039765/000162828026011979/ing-20251231.htm); [ING Groep N.V.](https://ing.com/binaries/content/assets/documents/investors/20260318---driving-value-through-digitalisation-scalability-and-genai.pdf); [Computer Weekly](https://www.computerweekly.com/news/366637057/Interview-How-ING-reaps-benefits-of-centralising-AI) |
| 13 | [Société Générale](https://www.bankingnewsai.com/banks/societe-generale) | n/a | ELIOTT and SoBot assistants (in production) · BoursoBank AI interaction share (in production) · Anthropic Claude models, coding tools and agents (announced) | Incoming calls covered 24/7 by AI assistants (target): 40% (Sep 21, 2026) | Flagship use-case publication: about 700 data and AI use cases (Feb 1, 2025) | 2 in production of 4 use cases · 4 figures · score 14 | In production | Sep 21, 2026 | [Societe Generale](https://societegenerale.com/sites/default/files/documents/2024-09/applying-data-ia-flagship-use-cases.pdf); [Societe Generale](https://www.societegenerale.com/sites/default/files/documents/2026-09/capital-markets-day-presentation.pdf); [Societe Generale](https://societegenerale.com/en/societe-generale-group/strategy/innovation-and-digital) |
| 14 | [Fifth Third](https://www.bankingnewsai.com/banks/fifth-third) | 83.7 | Jeanie and the AI app interface (in production) · Newline MCP server with Skills (in production) · AI deposit personalisation (in production) | Mobile app scale: > 2.4 million monthly users; > 1 billion digital interactions a year (Aug 12, 2026) | AI-powered interface in the mobile app (Jun 17, 2026) | 4 in production of 5 use cases · 1 figure · score 13 | In production | Sep 15, 2026 | [Fifth Third](https://www.53.com/content/fifth-third/en/media-center/press-releases/2026/press-release-2026-08-12.html); [Fifth Third via FT Markets](https://markets.ft.com/data/announce/detail?dockey=600-202606170800BIZWIRE_USPRX____20260617_BW555789-1); [Fifth Third (Business Wire via Yahoo Finance)](https://finance.yahoo.com/sectors/technology/articles/fifth-third-newline-extends-mcp-120000221.html) |
| 15 | [DBS](https://www.bankingnewsai.com/banks/dbs) | n/a | DBS Joy (corporate and SME assistant) (in production) · Gen AI assistant for customer service officers (in production) · DBS digibot (rolling out) | DBS Joy, Singapore, first half 2026: Chats up 22%, active users up 61%, calls or emails to customer service down 7%, satisfaction up 17% (Jun 30, 2026) | Euromoney names DBS Asia's Best Digital Bank for AI leadership (Jul 20, 2026) | 2 in production of 5 use cases · 1 figure · score 13 | In production | Oct 2, 2026 | [DBS Group Holdings](https://www.dbs.com/newsroom/DBS_rolls_out_Gen_AI_powered_chatbot_to_all_corporate_clients); [DBS Group Holdings](https://dbs.com/newsroom/DBS_Gen_AI_enabled_virtual_assistants_reach_10_million_customers_and_go_agentic); [DBS Group Holdings](https://dbs.com/iwov-resources/images/investors/annual-report/dbs-annual-report-2025.pdf?pid=sg-group-pweb-investors-annual-report-2025-pdf) |
| 16 | [OCBC](https://www.bankingnewsai.com/banks/ocbc) | n/a | Gen AI coaching for wealth advisors (in production) · Contact-centre AI: call summaries and Gen AI call review (in production) · OCBC Markets Watch chatbot and Voice AI reminders (in production) | digital scale not disclosed | OCBC WoW avatar banking and a S$1 billion-a-year technology budget (Jul 1, 2026) | 4 in production of 5 use cases · 0 figures · score 12 | In production | Oct 5, 2026 | [Oversea-Chinese Banking Corporation](https://ocbc.com/group/media/release/2026/ocbc-launches-generative-ai-powered-skills-training-for-all-wealth-advisors); [The Business Times](https://www.businesstimes.com.sg/companies-markets/bank-singapores-new-ai-tool-does-one-hour-what-used-take-10-days); [The Straits Times](https://straitstimes.com/business/how-ocbc-is-using-data-analytics-to-speed-up-and-improve-customer-service) |
| 17 | [Scotiabank](https://www.bankingnewsai.com/banks/scotiabank) | n/a | Contact-centre AI and Ask AI (in production) · Predictive UX payment prompts (in production) · Scotia chat and LLM hand-off summaries (in production) | digital scale not disclosed | Q3 2026 investor deck: AI in action across the bank (Aug 25, 2026) | 3 in production of 4 use cases · 0 figures · score 11 | In production | Aug 25, 2026 | [Scotiabank (CNW via Yahoo Finance)](https://finance.yahoo.com/news/scotiabank-launches-scotia-intelligence-empowering-145000695.html); [Yahoo Finance](https://finance.yahoo.com/quote/BNS/earnings/BNS-Q1-2026-earnings_call-471442.html); [Scotiabank (The Bank of Nova Scotia)](https://scotiabank.com/content/dam/scotiabank/corporate/quarterly-reports/2025/q4/Annual_Report_2025_EN.pdf) |
| 18 | [TD](https://www.bankingnewsai.com/banks/td-bank-us) | 91.5 | TD AI Prism personalisation (in production) · US contact-centre knowledge management (in production) · Voice AI agent for US contact centres (announced) | US consumers who would let a bank AI assistant complete a task: 69% (49% used AI for a financial decision; 83% of those verified it) (Oct 6, 2026) | US survey: 69% would let a bank AI assistant complete a financial task (Oct 6, 2026) | 2 in production of 3 use cases · 1 figure · score 11 | In production | Oct 6, 2026 | [TD Bank Group](https://stories.td.com/ca/en/news/2025-06-11-td-announces-launch-of-groundbreaking-predictive-foundation); [American Banker](https://www.americanbanker.com/news/td-banks-ai-prism-is-one-of-the-innovation-of-the-year-honorees); [CIO Dive](https://ciodive.com/news/td-bank-head-of-ai-talks-agents/812380) |
| 19 | [Busey Bank](https://www.bankingnewsai.com/banks/busey) | 44.8 | Glia voice-AI virtual assistants in the contact centre (in production) · Glia digital virtual assistant and voice AI replacing the 1-800 IVR (in production) · Voice authentication for self-service balances and transfers (announced) | Calls handled by Glia virtual assistants / cut in wrap-up time: 61.5% / 50% (Feb 24, 2026) | Busey Digital Banking and Busey Mobile go live (Jun 8, 2026) | 2 in production of 3 use cases · 1 figure · score 11 | In production | Sep 24, 2026 | [The Financial Brand](https://thefinancialbrand.com/news/checking-accounts/build-relationships-checking-no-longer-promises-primacy-195883); [Glia (Business Wire)](https://www.businesswire.com/news/home/20260330781668/en/Glia-Launches-CoPilot-an-Agentic-Knowledge-Partner-for-Every-Banking-Team); [Busey Bank](https://busey.com/awards-and-recognition) |
| 20 | [Capital One](https://www.bankingnewsai.com/banks/capital-one) | 86.6 | Chat Concierge (in production) · Eno (in production) · Digital and customer-service AI (in production) | Generative-AI training data disclosed: 20 trillion+ tokens; 7,100+ synthetic conversations (Sep 24, 2026) | Chat Concierge launches for auto dealers (Mar 4, 2025) | 3 in production of 3 use cases · 1 figure · score 10 | In production | Sep 24, 2026 | [Capital One](https://www.capitalone.com/tech/ai/future-of-ai-car-dealerships-shopping); [Capital One](https://www.capitalone.com/digital/tools/eno/); [Capital One](https://www.capitalone.com/tech/machine-learning/capital-ones-intelligent-assistant-why-we-built-enos-nlp-tech-in-house/) |
| 21 | [UBS Group AG](https://www.bankingnewsai.com/banks/ubs) | n/a | Advisor agents and STAAT Insights (US wealth) (in production) · AI chatbots for mobile banking support (in production) · UBS Red assistants and the advisor knowledge base (in production) | digital scale not disclosed | 2025 Form 20-F: 380 live use cases (Mar 9, 2026) | 3 in production of 3 use cases · 0 figures · score 10 | In production | Jul 13, 2026 | [Reuters via Investing.com](https://www.investing.com/news/stock-market-news/wall-street-banks-ramp-up-digital-assistants-in-bid-towin-productivity-race-4787686); [UBS Group AG (SEC filing)](https://www.sec.gov/Archives/edgar/data/1610520/000161052026000023/ubs-20251231.htm); [UBS Group AG (SEC filing)](https://www.sec.gov/Archives/edgar/data/1610520/000161052026000053/investorpresotext2026.htm) |
| 22 | [FNB](https://www.bankingnewsai.com/banks/fnb) | 59.2 | eStore Common app with AI-driven insights (in production) · Opportunity IQ AI cross-sell and lead generation (in production) · AI customer insights and recommendations (announced) | digital scale not disclosed | Pittsburgh International Airport partnership (May 27, 2026) | 2 in production of 4 use cases · 0 figures · score 10 | In production | May 27, 2026 | [PR Newswire via FT Markets](https://markets-data-api-proxy.ft.com/data/announce/full?dockey=600-202603101047PR_NEWS_USPRX____NE06645-1); [F.N.B. Corporation (SEC filings)](https://www.sec.gov/Archives/edgar/data/37808/000003780825000137/exhibit991-fnbinvestorda.htm); [Banking Dive](https://www.bankingdive.com/news/fnb-first-national-bank-ai-data-estore-branches-ceo-delie/816568/) |
| 23 | [First Hawaiian](https://www.bankingnewsai.com/banks/first-hawaiian) | 47.2 | AI-driven financial insights in the mobile app (in production) · In-app chatbot in the July 2025 mobile app (in production) · Enterprise digital transformation (rolling out) | digital scale not disclosed | AI programme lead on the 'Human Side of AI & Automation' panel (Jul 17, 2026) | 2 in production of 4 use cases · 0 figures · score 10 | In production | Jul 17, 2026 | [First Hawaiian Bank](https://fhb.com/en/news-release/04282021); [First Hawaiian Bank](https://www.fhb.com/en/news-release/071725); [First Hawaiian Bank](https://www.fhb.com/en/about-us/newsroom/2026-press-releases/news-release/013026) |
| 24 | [Commonwealth Bank](https://www.bankingnewsai.com/banks/commonwealth-bank) | n/a | Virtual messaging and AI orchestration agent (in production) · Generative AI dispute management (in production) · CommBank Companion in the app (rolling out) | Conversations a month through the Microsoft-built contact-centre platform: over 2 million (about 50,000 phone calls a day in the contact centre) (Jul 9, 2026) | CommBank Companion enters testing (May 26, 2026) | 2 in production of 3 use cases · 2 figures · score 10 | In production | Aug 12, 2026 | [Commonwealth Bank of Australia](https://commbank.com.au/content/dam/commbank-assets/investors/2026/CBA-2026-Full-Year-Results-Transcript.pdf); [iTnews](https://itnews.com.au/news/cba-to-take-ai-orchestration-agent-beyond-its-retail-bank-627249); [Commonwealth Bank of Australia](https://commbank.com.au/content/dam/commbank-assets/investors/2026/CBA-2026-Annual-Report-print.pdf) |
| 25 | [PNC](https://www.bankingnewsai.com/banks/pnc) | 68.2 | AI-enabled search for customer-facing teams (in production) · Call-centre models (announced) · PNC digital assistant (planned) (announced) | Mobile app users: ≈ 8 million; active users +8% year over year (Jul 8, 2026) | Barclays conference: agents at the centre of development, 5–10x (Sep 14, 2026) | 1 in production of 3 use cases · 1 figure · score 10 | In production | Sep 14, 2026 | [PNC via SEC EDGAR](https://www.sec.gov/Archives/edgar/data/713676/000119312526102189/d62941ddef14a.htm); [American Banker](https://www.americanbanker.com/news/why-pnc-is-building-its-own-ai-factory); [Banking Dive](https://www.bankingdive.com/news/pnc-new-mobile-banking-app-personalization-agentic-ai/824713/) |
| 26 | [Lloyds](https://www.bankingnewsai.com/banks/lloyds) | n/a | AI-powered financial assistant (rolling out) · AI investment guidance (Scottish Widows) (pilot) | Bank of Scotland customers with the AI financial assistant: More than 500,000 (Jun 22, 2026) | More than 1,000 AI roles planned; AI financial assistant at 500,000 customers (Jun 22, 2026) | 0 in production of 2 use cases · 2 figures · score 10 | Rolling out | Jul 30, 2026 | [Lloyds Banking Group](https://lloydsbankinggroup.com/media/press-releases/2026/lloyds-banking-group/1000-new-ai-roles.html); [Lloyds Banking Group](https://lloydsbankinggroup.com/media/press-releases/2026/lloyds-banking-group/ai-driven-benefits-2026.html); [Lloyds Banking Group](https://lloydsbankinggroup.com/assets/pdfs/investors/financial-performance/lloyds-banking-group-plc/2026/q2/2026-lbg-hy-results.pdf) |
| 27 | [Huntington](https://www.bankingnewsai.com/banks/huntington) | 83.8 | AI-personalised deposit offers (in production) · Treasury connectivity automation (in production) · Huntington Heads Up personalised insights (in production) | digital scale not disclosed | Blend award for Huntington's consumer digital lead (Aug 27, 2026) | 3 in production of 4 use cases · 0 figures · score 9 | In production | Aug 27, 2026 | [Bloomberg](https://www.bloomberg.com/news/articles/2025-03-19/fifth-third-among-banks-using-ai-to-help-lure-customer-deposits); [Huntington](https://ir.huntington.com/news-presentations/press-releases/detail/949/huntington-bank-announces-treasury-management-connectivity-ecosystem-to-empower-businesses-with-more-sophisticated-personalized-financial-intelligence); [Personetics](https://personetics.com/huntington-bank-a-masterclass-in-data-enrichment-and-customer-engagement) |
| 28 | [HSBC USA](https://www.bankingnewsai.com/banks/hsbc-usa) | 81.9 | Contact-centre AI tools (in production) · CIB servicing agents (in production) · HSBCnio: AI-enabled digital banking for corporate clients (announced) | Vulnerability patching speed with coding assistants: 5× faster (Feb 25, 2026) | HSBCnio launches for corporate and institutional clients (Sep 29, 2026) | 2 in production of 3 use cases · 1 figure · score 9 | In production | Sep 29, 2026 | [Banking Dive](https://bankingdive.com/news/hsbc-generative-ai-leading-investment-elhedery/813353); [Banking Dive](https://bankingdive.com/news/hsbc-david-rice-ai-chief-cto-mario-shamtani-expanded-role-elhedery/815655); [HSBC](https://hsbc.com/news-and-views/views/hsbc-views/our-strategy-built-on-trust-accelerated-with-ai) |
| 29 | [CIBC](https://www.bankingnewsai.com/banks/cibc-us) | 76.5 | AdvisorAssist meeting notes (in production) · CIBC Voice Assistant (in production) · CIBC CRTeX personalised offers and insights (rolling out) | CAI 1.0 average cost per user per month, group (fixed-licence assistants: about $40; CAI 2.0 testers: $4 to $250): about $3 (Jul 31, 2026) | AdvisorAssist launched with DocuMind and Voice Assistant figures (Jul 31, 2026) | 2 in production of 3 use cases · 1 figure · score 9 | In production | Aug 27, 2026 | [CIBC via CNW (Yahoo Finance)](https://finance.yahoo.com/technology/ai/articles/cibc-launches-ai-powered-platform-100000321.html); [Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/cibc-cm-q3-2026-earnings-002829412.html); [CIBC](https://cibc.com/content/dam/cibc-public-assets/about-cibc/investor-relations/pdfs/annual_meetings/2026/hkc-agm-2026-en.pdf) |
| 30 | [Banner Bank](https://www.bankingnewsai.com/banks/banner) | 36.1 | Banner Virtual Assistant (in production) · Glia AI assistants in the client engagement center (in production) | Banner Virtual Assistant availability: 24 hours a day, 7 days a week; staff 7 a.m. to 7 p.m. PT weekdays by phone (Sep 24, 2026) | Q1 2026 call: digital platforms and AI capabilities (Apr 23, 2026) | 2 in production of 2 use cases · 1 figure · score 9 | In production | Sep 24, 2026 | [Banner Bank](https://www.bannerbank.com/contact-us/banner-virtual-assistant); [Glia](https://www.glia.com/news/glia-announces-2025-catalyst-awards-winners-celebrating-ai-driven-breakthroughs-in-community-banking); [StockStory (Yahoo Finance)](https://finance.yahoo.com/markets/stocks/articles/banr-q1-deep-dive-deposit-084523380.html) |

## Which banks lead on client experience technology within each size tier?

The same ranking within size tiers; the headline is the digital scale figure where one is disclosed, otherwise the lead client-facing system.

| Tier | Overall rank | Bank | Headline |
| --- | --- | --- | --- |
| US banks over $500bn | #2 | [Truist](https://www.bankingnewsai.com/banks/truist) | Active mobile users / share of client logins on mobile, 2Q26: 5.4 million (+4% y/y) / about 85% (Jun 30, 2026) |
| US banks over $500bn | #3 | [U.S. Bank](https://www.bankingnewsai.com/banks/us-bancorp) | Smart Assistant uses per month (website and mobile app): 2.5 million (Feb 23, 2026) |
| US banks over $500bn | #4 | [Schwab](https://www.bankingnewsai.com/banks/charles-schwab) | Live interactions transcribed by the AI Service Assistant: ≈ 60,000 a day (Apr 16, 2026) |
| US banks over $500bn | #6 | [BofA](https://www.bankingnewsai.com/banks/bank-of-america) | Erica cumulative interactions: 3.8 billion since 2018; nearly 200 million a quarter (Oct 19, 2026) |
| US banks, $100bn to $500bn | #7 | [Amex](https://www.bankingnewsai.com/banks/american-express) | Travel counselors using the AI assistant: 5,000 in 19 markets; over 85% report time saved (Apr 2, 2025) |
| US banks, $100bn to $500bn | #10 | [Regions](https://www.bankingnewsai.com/banks/regions) | Digital share of transactions / active mobile users: 80% / 2.7 million (Jul 17, 2026) |
| US banks, $100bn to $500bn | #14 | [Fifth Third](https://www.bankingnewsai.com/banks/fifth-third) | Mobile app scale: > 2.4 million monthly users; > 1 billion digital interactions a year (Aug 12, 2026) |
| US banks, $100bn to $500bn | #18 | [TD](https://www.bankingnewsai.com/banks/td-bank-us) | US consumers who would let a bank AI assistant complete a task: 69% (49% used AI for a financial decision; 83% of… |
| US banks under $100bn | #11 | [Columbia](https://www.bankingnewsai.com/banks/columbia) | Customer-support mix, human calls to AI-assistant chats: 2 : 1 → 1 : 3 (Apr 23, 2026) |
| US banks under $100bn | #19 | [Busey Bank](https://www.bankingnewsai.com/banks/busey) | Calls handled by Glia virtual assistants / cut in wrap-up time: 61.5% / 50% (Feb 24, 2026) |
| US banks under $100bn | #22 | [FNB](https://www.bankingnewsai.com/banks/fnb) | eStore Common app with AI-driven insights (in production) · Opportunity IQ AI cross-sell and lead generation (in… |
| US banks under $100bn | #23 | [First Hawaiian](https://www.bankingnewsai.com/banks/first-hawaiian) | AI-driven financial insights in the mobile app (in production) · In-app chatbot in the July 2025 mobile app (in… |
| Non-US banking groups | #1 | [BBVA](https://www.bankingnewsai.com/banks/bbva) | Relationship-manager conversations filtered by assistants (Spain): More than half (Oct 6, 2026) |
| Non-US banking groups | #5 | [NatWest](https://www.bankingnewsai.com/banks/natwest) | Fraud Triage Agent conversations since launch: Nearly 19,000 (Sep 25, 2026) |
| Non-US banking groups | #9 | [BNP Paribas](https://www.bankingnewsai.com/banks/bnp-paribas) | Hello bank! clients with the HelloïZ virtual assistant: More than one million since January 2026 (May 26, 2026) |
| Non-US banking groups | #12 | [ING](https://www.bankingnewsai.com/banks/ing) | Chats resolved without human support: More than 80% in four countries, rolled out in seven countries (Mar 18, 2026) |

## How is this ranking computed?

Score = 2 × client-facing AI use cases in production + 1 × those at other stages + 2 × digital-scale figures (capped at three) + 1 per dated client-facing digital or AI move (capped at four). Ties: use cases in production, then assets, then name.

A bank needs at least one client-facing use case or digital-scale figure to be ranked. Figures are quoted as reported with their as-of date; app ratings, user counts and interaction counts are shown, never combined.

## What are the caveats?

Digital-scale figures measure different things (digitally active users, mobile users, assistant interactions, app ratings) and are not comparable across rows. The largest consumer banks report them; most regional and commercial banks do not, which keeps them lower here regardless of their app quality.

Client experience is broader than this record: branch, call-centre and human service quality are not on the bank pages and are not measured.

## How does this differ from the AI index?

The AI index counts every use case equally; this page keeps only client-facing digital and AI and adds digital-scale figures that the index does not score. The AI index and its method: https://www.bankingnewsai.com/banks/ai-index.

## FAQ

### Which bank leads in client experience technology?

BBVA (score 23): Blue, the customer assistant (in production) · AI Banker, AutoPF and contact-centre copilots (in production); Relationship-manager conversations filtered by assistants (Spain): More than half (Oct 6, 2026).

### How many large banks have a client-facing AI assistant in production?

85 of the 140 profiled banks; 22 more appear here with a system at an earlier stage or with a digital-scale figure only.

### Which banks disclose digitally active customers or app scale?

41 banks: BBVA (Relationship-manager conversations filtered by assistants (Spain)…), Truist (Active mobile users / share of client logins on mobile, 2Q26: 5.4…), U.S. Bank (Smart Assistant uses per month (website and mobile app): 2.5 million), Schwab (Live interactions transcribed by the AI Service Assistant: ≈ 60,000…), NatWest (Fraud Triage Agent conversations since launch: Nearly 19,000) and BofA (Erica cumulative interactions: 3.8 billion since 2018; nearly 200…) and others.

### Which smaller banks lead on client-facing technology?

Among US banks under $100bn: Columbia, Busey Bank, FNB, First Hawaiian and CIBC.

### Is this the same as the customer-facing generative AI ranking?

No. That page keeps only generative and conversational systems; this one also counts non-generative assistants and chatbots, digital-active customers, app scale and dated client-facing digital moves.

## The other rankings

- [AI leaders](https://www.bankingnewsai.com/banks/leaders/ai): BofA, Citi and Amex, by disclosure score, production use cases and named platforms.
- [Technology leaders](https://www.bankingnewsai.com/banks/leaders/technology): JPMorgan, BofA and Citi, by disclosed technology spending, technologists and cloud scale.
- [Proprietary platforms](https://www.bankingnewsai.com/banks/leaders/proprietary-ai-platforms): 100 of 140 banks name one; BofA (Erica (and EricaAssist)), Citi (Citi Stylus Workspaces), Amex (Agentic Commerce Experiences (ACE) and Amex Agent Purchase Protection) lead.
- [Modern technology stack](https://www.bankingnewsai.com/banks/leaders/modern-technology-stack): Arvest, Deutsche Bank and Citizens, by disclosed cloud migration, core modernisation and API numbers.
- [Responsible AI](https://www.bankingnewsai.com/banks/leaders/responsible-ai): Citizens Business Bank, Synchrony and Banner Bank, by named AI councils, risk frameworks and responsible-AI officers.
- [AI adoption in 2026](https://www.bankingnewsai.com/banks/leaders/ai-adoption-2026): Amex, Citi and SoFi, by dated 2026 production rollouts and moves.
- [Research, patents and partnerships](https://www.bankingnewsai.com/banks/leaders/ai-research-patents-partnerships): USAA, TD Bank Group and BofA, by disclosed patents, research deals and model-provider partnerships.
- [Agentic AI](https://www.bankingnewsai.com/banks/leaders/agentic-ai): Amex, Commonwealth Bank and Deutsche Bank (U.S.); 76 of 140 banks have an agent in production.
- [Generative AI with customers](https://www.bankingnewsai.com/banks/leaders/generative-ai-customer-facing): 32 of 140 banks have one in production; BBVA, BNP Paribas and Société Générale lead on stage and scale.
- [Fraud and credit AI](https://www.bankingnewsai.com/banks/leaders/fraud-and-credit-ai): Zions, Citi and Western Alliance; 104 banks run fraud AI and 59 credit AI in production.
- [Data management](https://www.bankingnewsai.com/banks/leaders/data-management): First Horizon, Standard Chartered and State Street, by named data platforms, governance programmes and chief data officers.
- [Cloud adoption](https://www.bankingnewsai.com/banks/leaders/cloud): Citizens, Commonwealth Bank and Capital One; 3 banks say they are all-in on the public cloud or out of their data centres.
- [Technology talent](https://www.bankingnewsai.com/banks/leaders/technology-talent): M&T, Lloyds and UBS Group AG, by disclosed technologist headcount, open AI roles, named leaders and hubs.
- [Auto-lending AI](https://www.bankingnewsai.com/banks/leaders/auto-lending-ai): Capital One, Santander US and Ally; 9 banks disclose auto-finance automation or AI, 6 call it AI.
- [Strategy and technology vision](https://www.bankingnewsai.com/banks/leaders/strategy-and-technology-vision): DBS, MUFG and Regions, by executive statements, stated technology budgets, dated strategy events and named platforms.
- [Wealth management AI](https://www.bankingnewsai.com/banks/leaders/wealth-management-ai): 69 banks qualify; Raymond James, Schwab and Morgan Stanley lead on stage and depth of wealth and adviser AI.
- [Payments AI](https://www.bankingnewsai.com/banks/leaders/payments-ai): Amex, U.S. Bank and Banco Santander; 96 banks have payments, treasury or merchant AI on the record.
- [Compliance AI](https://www.bankingnewsai.com/banks/leaders/compliance-ai): Deutsche Bank, TD and BNY, by depth of compliance AI, then breadth across AML and KYC, model risk, governance and fair lending.
- [Cybersecurity AI](https://www.bankingnewsai.com/banks/leaders/cybersecurity): Commonwealth Bank, Community Bank N.A. and M&T, by cyber AI in production, dated moves and disclosed cyber budgets.
- [All twenty rankings](https://www.bankingnewsai.com/banks/leaders)

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