# Pinnacle Financial Partners: Client experience technology

Source: https://www.bankingnewsai.com/banks/pinnacle/client-experience-technology
Last updated: Oct 16, 2026

*Part of the [Pinnacle Financial Partners AI strategy profile](https://www.bankingnewsai.com/banks/pinnacle).*

## 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. ([American Banker](https://americanbanker.com/video/digital-banking-2024/reframing-personalized-engagement-synovus-partnership-with-personetics), [Curinos (Business Wire)](https://businesswire.com/news/home/20241202998812/en/Curinos-AI-Platform-Amplero-Wins-Gold-at-MarCom-Awards-for-2024-Campaign), [Curinos (PR Newswire)](https://prnewswire.com/news-releases/curinos-launches-curinos-one-the-decision-intelligence-platform-for-banking-302769624.html), [Synovus (Business Wire)](https://businesswire.com/news/home/20250225278851/en/Synovus-prioritizes-fraud-protection-with-Carefull), [Koxa (PR Newswire)](https://prnewswire.com/news-releases/koxa-partners-with-synovus-to-power-gateway-erp-302577632.html), [Yahoo Finance (earnings call transcript)](https://finance.yahoo.com/quote/PNFP/earnings/PNFP-Q2-2026-earnings_call-653603.html), [American Banker](https://americanbanker.com/news/2026-the-most-powerful-women-in-banking-women-to-watch-15-liz-wolverton-pinnacle-financial-partners))

## 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 | Sources |
| --- | --- | --- | --- | --- | --- |
| 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 | [American Banker](https://americanbanker.com/video/digital-banking-2024/reframing-personalized-engagement-synovus-partnership-with-personetics), [American Banker](https://americanbanker.com/news/the-most-powerful-women-to-watch-2024-liz-wolverton-synovus) |
| 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) | [Curinos (Business Wire)](https://businesswire.com/news/home/20241202998812/en/Curinos-AI-Platform-Amplero-Wins-Gold-at-MarCom-Awards-for-2024-Campaign) |
| 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 | [Curinos (PR Newswire)](https://prnewswire.com/news-releases/curinos-launches-curinos-one-the-decision-intelligence-platform-for-banking-302769624.html) |
| 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 | [Synovus (Business Wire)](https://businesswire.com/news/home/20250225278851/en/Synovus-prioritizes-fraud-protection-with-Carefull), [American Banker](https://americanbanker.com/news/synovus-offers-fraud-scam-protections-with-carefull) |
| Gateway ERP | Payments, cash flow and reconciliation from inside commercial clients' ERP software | Koxa | Not described as AI | October 9, 2025 | [Koxa (PR Newswire)](https://prnewswire.com/news-releases/koxa-partners-with-synovus-to-power-gateway-erp-302577632.html) |
| Contact-center assist | Surfaces knowledge articles and summarizes calls for agents | Five9 | AI listening and summarization | Reported March 2024 | [American Banker](https://americanbanker.com/news/ais-potential-for-handling-customers-complaints) |
| 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) | [Yahoo Finance (earnings call transcript)](https://finance.yahoo.com/quote/PNFP/earnings/PNFP-Q2-2026-earnings_call-653603.html) |

## 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 | Sources |
| --- | --- | --- | --- | --- |
| 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 | [American Banker](https://americanbanker.com/video/digital-banking-2024/reframing-personalized-engagement-synovus-partnership-with-personetics) |
| Rating after rewording a spending insight | 3.6 to 4.7 stars | July 2024 | Liz Wolverton | [American Banker](https://americanbanker.com/video/digital-banking-2024/reframing-personalized-engagement-synovus-partnership-with-personetics) |
| Recipients acting on a Zelle insight | 19% | July 2024 | Liz Wolverton | [American Banker](https://americanbanker.com/video/digital-banking-2024/reframing-personalized-engagement-synovus-partnership-with-personetics) |
| Clients saying they receive helpful quick tips | Up 10 points in the annual survey | Q1 2024 | Liz Wolverton | [American Banker](https://americanbanker.com/video/digital-banking-2024/reframing-personalized-engagement-synovus-partnership-with-personetics) |
| Carefull users who involve a family member | Approximately 75% (Carefull's figure across all its users) | February 2025 | Carefull | [Synovus (Business Wire)](https://businesswire.com/news/home/20250225278851/en/Synovus-prioritizes-fraud-protection-with-Carefull) |
| Customers moving to the new app | More than 200,000 | March 2027 (planned) | Pinnacle, via American Banker | [American Banker](https://americanbanker.com/news/2026-the-most-powerful-women-in-banking-women-to-watch-15-liz-wolverton-pinnacle-financial-partners) |

## 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. ([American Banker](https://americanbanker.com/video/digital-banking-2024/reframing-personalized-engagement-synovus-partnership-with-personetics))

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'. ([Pinnacle Financial Partners](https://www.pnfp.com/learning-center/business-resource-center/articles/managing-your-business/ai-and-treasury-management-more-opportunity-more-risk/), [American Banker](https://americanbanker.com/payments/news/barclays-pinnacle-regions-discuss-digital-wallet-strategies))

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. ([American Banker](https://americanbanker.com/news/2026-the-most-powerful-women-in-banking-women-to-watch-15-liz-wolverton-pinnacle-financial-partners), [Yahoo Finance (earnings call transcript)](https://finance.yahoo.com/quote/PNFP/earnings/PNFP-Q2-2026-earnings_call-653603.html))

## What does the Pinnacle profile record on this topic?

| Date | Move | Detail | Sources |
| --- | --- | --- | --- |
| 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. | [American Banker](https://americanbanker.com/news/2026-the-most-powerful-women-in-banking-women-to-watch-15-liz-wolverton-pinnacle-financial-partners) |
| 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'. | [Yahoo Finance (earnings call transcript)](https://finance.yahoo.com/quote/PNFP/earnings/PNFP-Q2-2026-earnings_call-653603.html) |
| 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. | [American Banker](https://digital-banking.americanbanker.com/profile/kevin-d-johnson) |
| 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. | [American Banker](https://americanbanker.com/payments/news/barclays-pinnacle-regions-discuss-digital-wallet-strategies) |

## Common questions

### 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.
## Deeper on Pinnacle

- [What is Pinnacle Financial Partners' AI strategy?](https://www.bankingnewsai.com/banks/pinnacle/ai-strategy)
- [How does Pinnacle use AI for fraud detection and credit decisions?](https://www.bankingnewsai.com/banks/pinnacle/fraud-and-credit-ai)


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