What client experience technology does Pinnacle use?
Most of the client-facing AI on Pinnacle's record came with Synovus and is supplied by vendors. My Synovus Insights, built with Personetics and launched in July 2023, puts AI-generated tips in the consumer app; by July 2024 Synovus had about 60 insights live, retired those rating below four out of five stars, and reported that a Zelle insight drove 19% of recipients to act. Curinos's Amplero used generative AI to personalize Synovus Private Wealth cross-sell emails (a MarCom gold award in December 2024), and in May 2026 a Synovus executive said Curinos One's 'always-on engine' creates personalization at scale. Carefull's account-monitoring service was offered to Synovus clients from February 2025, and Gateway ERP, powered by Koxa, put treasury banking inside commercial clients' ERP software from October 2025. On the Pinnacle side, CEO Kevin Blair said in July 2026 that vendor AI insights had gone to clients and advisors for about two years. All of it sits on two legacy stacks until March 2027, when more than 200,000 customers move to a new banking app.[1][2][3][4][5][6][7]
Data as of Oct 16, 2026 · Pinnacle profile updated Oct 13, 2026 · 13 sources cited on this page · 140 banks profiled on this site · Markdown
Which digital and AI tools do Pinnacle and Synovus clients use?
AI status is as the bank or vendor describes it. Synovus-branded tools continue until the 2027 brand and systems conversion.
| Tool | What it does | Vendor | AI | Since |
|---|---|---|---|---|
| My Synovus Insights | Short 'digestible, actionable' observations in the app and desktop banking, such as reviewing dining spend or flagging possible duplicate transactions | Personetics | AI-driven insights; Amplero email engine alongside | July 2023[1][8] |
| Amplero Personalization Optimizer | Private Wealth cross-sell emails for CDs, money market accounts and estate planning, with images, tone and frequency set per client | Curinos | Generative AI | 2024 campaign (award December 2, 2024)[2] |
| Curinos One | Decision-intelligence platform for marketing, product and pricing; a Synovus executive quoted in the launch release | Curinos | AI-enabled decisioning | May 12, 2026[3] |
| Carefull | Monitoring of bank, card and investment accounts for fraud, scams and money mistakes; identity, title and credit monitoring; Trusted Contacts; offered free in phases | Carefull | Carefull maintains an AI model for account monitoring | February 25, 2025[4][9] |
| Gateway ERP | Payments, cash flow and reconciliation from inside commercial clients' ERP software | Koxa | Not described as AI | October 9, 2025[5] |
| Contact-center assist | Surfaces knowledge articles and summarizes calls for agents | Five9 | AI listening and summarization | Reported March 2024[10] |
| Vendor AI insights (Pinnacle) | Insights on client behaviour delivered to clients and advisors, leading to sales conversations | Unnamed technology partner | AI insights | About 2024 (per July 2026 call)[6] |
What results has Pinnacle or Synovus reported from these tools?
Figures are the bank's or vendor's own, as stated on stage or in a release; none is audited.
| Metric | Value | As of | Who said it |
|---|---|---|---|
| Insights live in My Synovus | About 60, each needing a rating of at least four out of five stars to stay | July 2024 | Liz Wolverton, then head of consumer banking[1] |
| Rating after rewording a spending insight | 3.6 to 4.7 stars | July 2024 | Liz Wolverton[1] |
| Recipients acting on a Zelle insight | 19% | July 2024 | Liz Wolverton[1] |
| Clients saying they receive helpful quick tips | Up 10 points in the annual survey | Q1 2024 | Liz Wolverton[1] |
| Carefull users who involve a family member | Approximately 75% (Carefull's figure across all its users) | February 2025 | Carefull[4] |
| Customers moving to the new app | More than 200,000 | March 2027 (planned) | Pinnacle, via American Banker[7] |
How does Pinnacle think about digital and human service?
Wolverton described the Personetics work in 2024 as moving from 'empty reporting' to actionable advice, with the insights team embedded in strategy discussions and bankers briefed so a client walking into a branch after an insight finds a connected conversation. A refer-a-friend insight rated poorly because clients said it felt like marketing, and she said the bank would adjust it.[1]
The same stance shows in 2026: Pinnacle's treasury guidance says AI can take routine work off finance teams but that 'fraudsters have access to AI, too' and human judgment still matters, and its digital-experience lead says card primacy 'comes down to who they trust'.[11][12]
Wolverton, now chief digital and product solutions officer with a headcount of 50 and no P&L, owns the March 2027 conversion; she has said all products and technology have to be unified first. Blair's post-conversion priority is commercial treasury: payment portals, ERP integration and receivables and payables.[7][6]
What does the Pinnacle profile record on this topic?
The rows below are the entries of the Pinnacle AI strategy profile that bear on this page, as of Oct 13, 2026; the profile holds the full record of 25 dated moves, 11 use cases and 31 sources.
| Use case | What the record shows | Status | Source |
|---|---|---|---|
| AI-enabled fraud awareness for treasury clients | Guidance that fraudsters use AI too, with human review kept in payment workflows. | In production | [11] |
| Digital-wallet primacy through advice and alerts | Spending advice and fraud alerts as the basis for card use in digital wallets. | In production | [12] |
| Vendor-supplied AI insights on the consumer platform | AI insights on client behaviour go to both clients and advisors and lead to sales conversations; deployed about two years before July 2026 through a technology partner the bank does not name. | In production | [6] |
| Date | Move | Detail | Source |
|---|---|---|---|
| Oct 1, 2026 | Chief digital officer: 200,000-plus customers move to a new app in March 2027 | American Banker profile of Liz Wolverton, who sets digital-platform priorities with a headcount of 50 and no P&L; she credits Synovus's 2025 fraud-loss reduction of $5.7 million (58%) to process tightening and a customer campaign. | [7] |
| Jul 23, 2026 | Q2 call: almost 20 AI engineers, 40 power users | Asked by Barclays about AI after the conversion, Blair: AI is used internally, vendors' AI features are producing revenue, AI insights on the consumer platform have gone to clients and advisors for about two years, and post-conversion innovation will centre on commercial treasury, with AI 'a big component'. | [6] |
| Jun 17, 2026 | Head of AI scheduled at American Banker's Digital Banking conference | Kevin Johnson's session on AI and data analytics separates agentic AI (takes action) from generative AI (creates content); the session description cites 30-40% faster code development when generative AI is deployed properly. | [13] |
| May 5, 2026 | 'Top of wallet' comes down to trust | The bank's digital-experience lead on spending advice and fraud alerts as the basis for card primacy. | [12] |
What is My Synovus Insights?
It is the insights feature in the Synovus app and online banking, built with Personetics and launched in July 2023. It shows short observations and advice, such as a rise in spending or a possible duplicate charge. By July 2024 about 60 insights were live, and Synovus said a Zelle insight led 19% of recipients to act.
Does Pinnacle use generative AI with clients?
Indirectly, through vendors. Curinos's Amplero used generative AI to personalize Synovus Private Wealth cross-sell emails in 2024, and Carefull runs an AI model for account monitoring. Pinnacle has not launched a generative AI chatbot or assistant for clients; ChatPFP is for employees.
What happens to the Synovus app after the merger?
Both brands run on their legacy platforms until the systems and brand conversion planned for March 2027, when more than 200,000 customers move to a new banking app. The combined bank's technology stack is being built on Synovus's core platform, and chief digital and product solutions officer Liz Wolverton owns the conversion.
What technology does Pinnacle offer commercial clients?
Gateway ERP, launched by Synovus with Koxa in October 2025, lets commercial clients make payments, manage cash flow and reconcile inside their ERP software. Synovus treasury clients also use Positive Pay on Q2's Centrix ETMS. CEO Kevin Blair says commercial treasury is where innovation will center after the 2027 conversion.
Which vendors power Pinnacle's client experience?
Those named on the record are Personetics (app insights), Curinos (Amplero and Curinos One personalization), Carefull (fraud and scam monitoring), Koxa (Gateway ERP), Q2 (Centrix ETMS Positive Pay) and Five9 (contact center). Pinnacle has not named the partner behind the AI insights Blair said clients and advisors have received for about two years.
- Reframing Personalized Engagement: Synovus Partnership with Personetics (Digital Banking 2024 session)
- Curinos' AI Platform Amplero Wins Gold at MarCom Awards for 2024 Campaign
- Curinos Launches Curinos One: The Decision Intelligence Platform for Banking
- Synovus prioritizes fraud protection with Carefull
- Koxa partners with Synovus to power Gateway ERP
- Pinnacle Financial Partners (PNFP) Q2 FY2026 earnings call transcript
- The Most Powerful Women in Banking Women to Watch, #15, Liz Wolverton, Pinnacle Financial Partners
- The Most Powerful Women to Watch: No. 9, Liz Wolverton, Synovus
- Synovus offers fraud, scam protections with Carefull
- AI's potential for handling customers' complaints
- AI and Treasury Management: More Opportunity, More Risk
- How banks reach for the 'top of the wallet'
- Kevin Johnson, Head of AI, Pinnacle Financial Partners (Digital Banking speaker profile)
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