# SoFi Technologies: Virtual assistant

Source: https://www.bankingnewsai.com/banks/sofi/virtual-assistant
Last updated: Oct 16, 2026

*Part of the [SoFi Technologies AI strategy profile](https://www.bankingnewsai.com/banks/sofi).*

## What is SoFi Coach, and how does it work?

SoFi Coach is SoFi's AI-powered chat guide, launched on June 2, 2026 for SoFi Plus members and rolled out widely in July. SoFi's engineering blog calls it the company's 'first LLM-based product'. It answers questions such as 'Where did I spend the most last month?' or 'Can I afford to buy a house this year?' using a member's SoFi accounts and accounts linked from more than 12,000 institutions through Relay, blended with content from SoFi's financial planners. In testing nearly 70% of engaged members took a meaningful financial action; by July 29, 2026 it had held nearly 500,000 conversations with over 90% positive feedback, more than half about investing. SoFi's FAQ says member data is 'never used to train or improve large language models, including the one that powers Coach', that AI providers may not use or keep the data for their own purposes, and that Coach cannot trade or give investment, legal or tax advice. Rule sets escalate out-of-scope questions to people, and live agents are reachable in business hours. Coach succeeded earlier assistants: Cash Coach (October 2025) and Cyberbank Konecta, Galileo's conversational engine, in SoFi's support chat since at least 2023. SoFi has not named the model behind Coach. ([Business Wire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202606020900BIZWIRE_USPRX____20260602_BW942219-1), [The Financial Brand](https://thefinancialbrand.com/news/banking-technology/how-sofis-coach-app-delivers-personalized-actionable-advice-and-drives-the-banks-expansion-plans-199145), [SoFi (engineering blog)](https://sofietyblog.sofi.com/built-for-you-by-us-how-gaurav-puts-members-at-the-center-of-sofis-tech), [SoFi](https://www.sofi.com/coach/chat/), [SEC (SoFi Technologies 8-K)](https://www.sec.gov/Archives/edgar/data/1818874/000181887426000050/a2026q2earningsrelease.htm), [Yahoo Finance](https://finance.yahoo.com/markets/stocks/articles/sofi-technologies-q2-earnings-call-170406461.html), [PYMNTS](https://pymnts.com/news/artificial-intelligence/2026/sofi-teaches-its-ai-coach-to-read-the-financial-room), [American Banker](https://americanbanker.com/news/sofi-targets-bank-deposits-with-consumer-facing-ai), [SoFi Tech Solutions (Galileo)](https://tech.sofi.com/news/galileos-ai-driven-intelligent-digital-assistant-cyberbank-konecta-enhances-sofi-member-experience/))

## How have SoFi's AI assistants developed?

| Date | Assistant | What happened | Figure | Sources |
| --- | --- | --- | --- | --- |
| August 8, 2023 | Cyberbank Konecta (support chat) | Galileo's conversational AI engine integrated into SoFi's stack for member support | Response time improved more than 65%; 50%+ fewer chat drop-offs; containment up to 5% | [SoFi Tech Solutions (Galileo)](https://tech.sofi.com/news/galileos-ai-driven-intelligent-digital-assistant-cyberbank-konecta-enhances-sofi-member-experience/) |
| September 30, 2025 | Cyberbank Konecta | SoFi Tech Solutions says the platform handles 60% of conversations without human intervention | 60% | [SoFi Tech Solutions](https://tech.sofi.com/blog/why-do-banking-chatbots-have-low-customer-satisfaction-rates) |
| October 28, 2025 | Cash Coach | AI insights engine across SoFi and external accounts for idle cash and high-rate debt; fuller Coach promised for 2026 | n/a | [American Banker](https://americanbanker.com/news/sofi-targets-bank-deposits-with-consumer-facing-ai) |
| June 2, 2026 | SoFi Coach | Launched for SoFi Plus members; built with SoFi's financial planners | Nearly 70% of engaged testers took action | [Business Wire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202606020900BIZWIRE_USPRX____20260602_BW942219-1) |
| July 2026 | SoFi Coach | Wide rollout after the June soft launch | More than half a million conversations by mid-August | [The Financial Brand](https://thefinancialbrand.com/news/banking-technology/how-sofis-coach-app-delivers-personalized-actionable-advice-and-drives-the-banks-expansion-plans-199145) |
| July 29, 2026 | SoFi Coach | Q2 results; actions on members' behalf promised, starting with subscription management later in 2026 | Nearly 500,000 conversations; over 90% positive feedback | [SEC (SoFi Technologies 8-K)](https://www.sec.gov/Archives/edgar/data/1818874/000181887426000050/a2026q2earningsrelease.htm), [Earnings call transcript (The Motley Fool)](https://www.fool.com/earnings/call-transcripts/2026/08/07/sofi-sofi-q2-2026-earnings-call-transcript/) |

## What can SoFi Coach do, and what limits apply?

| Area | What SoFi says | Source date | Sources |
| --- | --- | --- | --- |
| Data and training | Member data is never used to train or improve large language models, including the one powering Coach; SoFi may review interactions for quality | October 2026 (FAQ) | [SoFi](https://www.sofi.com/coach/chat/) |
| AI providers | SoFi works with AI providers who may not use member data for their own commercial purposes or retain it longer than needed, unless legally required | October 2026 (FAQ) | [SoFi](https://www.sofi.com/coach/chat/) |
| Scope | Coach can answer questions like how to diversify a portfolio but cannot trade or give investment, financial, legal or tax advice | October 2026 (FAQ) | [SoFi](https://www.sofi.com/coach/chat/) |
| Accuracy | Responses rest on approved SoFi procedures and account data; AI content 'may occasionally be incomplete or inaccurate'; thumbs-up/down feedback in chat | October 2026 (FAQ) | [SoFi](https://www.sofi.com/coach/chat/) |
| Escalation | Clear rule sets hand out-of-scope questions to a human; live SoFi agents available in business hours | August 14, 2026 | [PYMNTS](https://pymnts.com/news/artificial-intelligence/2026/sofi-teaches-its-ai-coach-to-read-the-financial-room), [SoFi](https://www.sofi.com/coach/chat/) |
| Authorisation | Recommended actions need the member's authorisation: 'We're not taking any level of autonomy from the member' | August 21, 2026 | [The Financial Brand](https://thefinancialbrand.com/news/banking-technology/how-sofis-coach-app-delivers-personalized-actionable-advice-and-drives-the-banks-expansion-plans-199145) |
| Evaluation | About a dozen financial planners are the 'source of truth' that grades Coach's answers; none were cut | June 9, 2026 | [Banking Dive](https://www.bankingdive.com/news/sofi-bank-ai-adviser-coach-financial-planning/822329/), [The Financial Brand](https://thefinancialbrand.com/news/banking-technology/how-sofis-coach-app-delivers-personalized-actionable-advice-and-drives-the-banks-expansion-plans-199145) |

## How did SoFi build SoFi Coach?

Coach rests on Relay, SoFi's account-aggregation product. A SoFi staff engineer who built Relay's data foundation and then SoFi Pay's analytics went on to engineer the backend that lets Coach answer personal questions like 'Can I purchase a vehicle?' from a member's complete financial picture. ([SoFi (engineering blog)](https://sofietyblog.sofi.com/built-for-you-by-us-how-gaurav-puts-members-at-the-center-of-sofis-tech))

Head of advice Brian Walsh said Coach was trained to position advice the way people act, not only the way the maths works (the debt 'snowball' over the 'avalanche'), and drew on eight years and tens of thousands of planner conversations. ([Banking Dive](https://www.bankingdive.com/news/sofi-bank-ai-adviser-coach-financial-planning/822329/), [PYMNTS](https://pymnts.com/news/artificial-intelligence/2026/sofi-teaches-its-ai-coach-to-read-the-financial-room))

Not disclosed: which large language model powers Coach, who hosts it, or error and escalation rates. SoFi's engineering blog names Claude on Bedrock only for internal code review. ([SoFi](https://www.sofi.com/coach/chat/), [SoFi (engineering blog)](https://sofietyblog.sofi.com/leveraging-ai-for-executing-a-complex-mobile-migration))

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

| Date | Move | Detail | Sources |
| --- | --- | --- | --- |
| Aug 21, 2026 | Coach rolled out widely; actions still member-authorised | Soft launch to SoFi Plus in June, wide rollout in July, more than half a million conversations by mid-August; a planner team is the 'source of truth' for evaluating answers. | [The Financial Brand](https://thefinancialbrand.com/news/banking-technology/how-sofis-coach-app-delivers-personalized-actionable-advice-and-drives-the-banks-expansion-plans-199145) |
| Aug 14, 2026 | Coach's escalation rules described | Built on eight years and tens of thousands of planner conversations; rule sets hand out-of-scope questions to a human. | [PYMNTS](https://pymnts.com/news/artificial-intelligence/2026/sofi-teaches-its-ai-coach-to-read-the-financial-room) |
| Aug 6, 2026 | Q2 10-Q: Composer and Peach acquisitions closed | Composer (AI investing in 'everyday language') joins Financial Services; Peach Finance's loan-servicing platform joins the Technology Platform, which also sells a conversational AI engine and an AI/ML payment-risk platform. | [SEC (SoFi Technologies 10-Q)](https://www.sec.gov/Archives/edgar/data/1818874/000181887426000054/sofi-20260630.htm) |
| Jun 2, 2026 | SoFi Coach launched for SoFi Plus members | Chat-based guide built with planners; ~70% of engaged testers acted. | [Business Wire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202606020900BIZWIRE_USPRX____20260602_BW942219-1) |
| Feb 17, 2026 | 2025 10-K flags AI model and data liabilities | Summary risk factors include AI data, models and use; the filing calls current AI and machine-learning use 'limited' but notes growing reliance, third-party AI and AI-enhanced cyberattacks, and describes the Cash Coach feature. | [SEC (SoFi Technologies 10-K)](https://www.sec.gov/Archives/edgar/data/1818874/000181887426000013/sofi-20251231.htm) |
| Oct 28, 2025 | Q3 2025 results: 'accelerating innovation in crypto, blockchain, and AI' | The earnings release (8-K exhibit) names AI a growth theme alongside crypto and lists the AI-powered Cash Coach, 'with further innovations planned in 2026'. | [SEC (SoFi Technologies 8-K)](https://www.sec.gov/Archives/edgar/data/1818874/000181887425000204/a2025q3earningsrelease.htm) |
| Oct 28, 2025 | Cash Coach launched to target big-bank deposits | AI insights engine across SoFi and external accounts; a fuller SoFi Coach promised for 2026. | [American Banker](https://americanbanker.com/news/sofi-targets-bank-deposits-with-consumer-facing-ai) |
| Jul 14, 2025 | SoFi Tech Solutions on conversational AI | SoFi's own deployment of Galileo's Konecta cut chat abandonment 50% and sped responses 65%. | [SoFi Tech Solutions](https://tech.sofi.com/blog/why-your-banks-chatbot-isnt-working-and-what-comes-next) |

## Common questions

### When did SoFi launch SoFi Coach?

SoFi launched SoFi Coach on June 2, 2026, starting with SoFi Plus members, and rolled it out widely in July. Its product page still labels it Beta. It followed Cash Coach, an AI insights engine for idle cash and high-rate debt launched with the third-quarter 2025 results.

### Is SoFi Coach powered by a large language model?

Yes. A July 2026 post on SoFi's engineering blog calls Coach 'SoFi's first LLM-based product', and the Coach FAQ refers to 'the one that powers Coach'. SoFi has not named the model or its provider; the only model it names in public is Claude on Bedrock, used for internal code review.

### Does SoFi use member data to train AI?

No, per the Coach FAQ: member data 'is never used to train or improve large language models, including the one that powers Coach'. SoFi may review interactions for quality, and the AI providers it works with may not use member data for their own commercial purposes or keep it longer than needed.

### How many people use SoFi Coach?

By the second-quarter 2026 results on July 29, 2026 Coach had held nearly 500,000 conversations with over 90% positive feedback, more than half of them about investing. The Financial Brand reported more than half a million conversations by mid-August 2026. SoFi had 15.8 million members.

### Can SoFi Coach move money or trade?

Not yet. Coach cannot trade or make investments for members, and actions it recommends need the member's authorisation. Noto said in July 2026 that Coach will soon act on members' behalf, beginning with automated subscription management later in 2026, with account opening and transfers on the roadmap.
## Deeper on SoFi

- [What is SoFi's AI strategy?](https://www.bankingnewsai.com/banks/sofi/ai-strategy)
- [What AI research, patents and partnerships does SoFi have?](https://www.bankingnewsai.com/banks/sofi/ai-research-patents-partnerships)
- [What technology stack does SoFi run?](https://www.bankingnewsai.com/banks/sofi/technology-stack)


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