Which large banks use generative AI with customers?

Which banks have customer-facing generative AI, at what stage and scale?

The 30 highest of 49 banks with a customer-facing assistant or generative AI use case on their page (use cases tagged customer-chatbots or generative-agentic-ai whose text names customers, clients, members, cardholders, dealers or merchants and a generative, conversational or assistant system; employee-only tools excluded). Scale is the first disclosed number mentioning the system by name, or a users or interactions count.

Each row quotes the bank's page on this site; the bank link opens the full record with every source. “Not disclosed” means the page records nothing on that point. Banks absent from the table have no evidence on this topic on their page.

What are the customer-facing assistants called?

Every customer-facing system in the ranking, one per row, with its stage.

How is this ranking computed?

Score = 3 × customer-facing generative AI use cases in production + 1 × those at other stages + 2 × disclosed scale numbers (capped at two). Inclusion tests the use case's own text for a customer audience and for a generative, conversational or assistant system; use cases that name only employees, advisers or developers are excluded. Ties: systems in production, then assets.

Stage is the one the bank's page records (in production, rolling out, pilot, announced); scale figures are quoted as reported with their date.

What are the caveats?

Not every customer assistant is generative: Erica and Eno predate large language models and run on in-house natural-language processing, and the pages say so. They are included because the question people ask is about AI with customers; the description column shows what each system is.

Scale is disclosed by a minority of banks and on different measures (users, interactions, prompts, calls); the column is not comparable across rows.

How does this differ from the AI index?

The AI index counts every use case equally and does not separate customer-facing from internal; this page keeps only customer-facing generative and conversational systems and weights production. The AI index and its method are on their own page; the technology leaders and generative AI guides are hand-written cross-bank tables with their own sourcing.