What AI virtual assistants does TD Bank use?
TD's assistants are mostly for colleagues and built by Layer 6. One is a generative knowledge-management assistant in TD's contact centres, which TD says reduced call hold times by 12%; in the US, Jo Jagadish said 80% of contact-centre agents used it in its first month (November 2025), and TD is extending it to branches. Others are the TD Securities AI Virtual Assistant (pilot July 2025), which runs on OpenAI enterprise GPT through TD's Azure relationship and turns research queries into summaries and charts; the TD Wealth Virtual Assistant (October 2025); and the TD Branch Virtual Assistant, which helps 17,000 front-line colleagues in Canada answer client questions 'in seconds, down from minutes'. The first client-facing generative assistant is the TDI Virtual Assistant, launched May 1, 2026 on TD Insurance web pages; TD says it was the first among Canada's Big Five to offer an unauthenticated, client-facing generative AI assistant. In the US, a vendor voice AI agent is targeted at about 50% of incoming call-centre calls. Group-wide, generative AI assistants reached 40,000-plus colleagues by January 2026. TD controls them with retrieval grounding, human oversight and monitoring.[1][2][3][4][5][6][7][8]
Data as of Oct 16, 2026 · TD profile updated Oct 13, 2026 · 23 sources cited on this page · 140 banks profiled on this site · Markdown
Which virtual assistants has TD launched, and for whom?
| Assistant | Users | What it does | Launched / figure |
|---|---|---|---|
| Contact centre knowledge assistant | Contact-centre colleagues (Canada and US) | Answers agents' questions with sourced policy responses | 12% lower hold times; 80% of US agents used it in month one[1][2][9] |
| TD Securities AI Virtual Assistant | Sales, trading and research | Equity research and market data on OpenAI enterprise GPT, built with Layer 6 | Pilot July 8, 2025[3][4][10] |
| TD Wealth Virtual Assistant | Wealth colleagues | Generative knowledge-management system for product and policy information | October 20, 2025[5] |
| TD Branch Virtual Assistant | 17,000 front-line branch colleagues in Canada | Answers client questions in seconds rather than minutes; national expansion in Q1 fiscal 2026 | 2026[1][11] |
| TDI Virtual Assistant | Visitors to TD Insurance web pages (no login) | Retrieves and summarises website content on home, auto and small-business insurance | May 1, 2026[1] |
| US voice AI agent | US call-centre callers | Vendor-built voice agent | Targeted at ~50% of incoming calls[6] |
| TD Clari | Clients (Canada) | Client-facing chatbot listed among Canadian Personal Bank AI use cases | Named September 2025[12] |
How does TD build and control its assistants?
Layer 6 builds the assistants on TD's own content: TD describes a chatbot 'trained to understand the contents of the Bank's customer service policies' so agents find the right policy faster, and the TDI assistant is 'trained on existing website content'.[13][1]
Model choice varies: TD Securities' assistant uses OpenAI enterprise GPT over Microsoft Azure, while TD has not named the models behind the branch, wealth and insurance assistants. A March 2026 TD patent application describes generating LLM responses from previous conversation content stored in a vector database.[4][14]
Controls: retrieval grounding, human oversight and continuous monitoring for colleague-facing assistants, per the chief risk officer; Jagadish said TD briefed colleagues months before launch.[8][2]
Do TD's US customers want AI assistants?
| Finding | Value | Survey |
|---|---|---|
| Would let a bank AI assistant complete at least one financial task | 69% | TD AI Omnibus, 1,008 US adults, September 2026[15] |
| Used an AI assistant for a financial decision in the past year / verified it elsewhere | 49% / 83% of those | TD AI Omnibus, September 2026[15] |
| Use AI for money decisions | 55%, up from 10% | TD AI Insights, 2,500 US consumers, March 2026[16] |
What does the TD profile record on this topic?
The rows below are the entries of the TD AI strategy profile that bear on this page, as of Oct 13, 2026; the profile holds the full record of 39 dated moves, 18 use cases and 55 sources.
| Use case | What the record shows | Status | Source |
|---|---|---|---|
| Knowledge-management assistants | Branch, wealth, securities and insurance virtual assistants built by Layer 6. | In production | [5][3][11] |
| Voice AI agent for US contact centres | Built with a vendor; targeted to handle about 50% of incoming call-center calls. | Announced | [6] |
| TD Securities AI Virtual Assistant | Equity research and market-data assistant on OpenAI enterprise GPT, built with Layer 6; turns research queries into summaries, tables and SQL-backed charts for sales and trading. | In production | [4][10] |
| US contact-centre knowledge management | Generative assistant answering agents' questions with sourced responses to cut hold time and escalations; 80% of agents used it in the first month and TD is extending it to branches. | In production | [9][2] |
| Cohere collaboration with Layer 6 | Up to C$25 million over three years; a dedicated Cohere team works beside Layer 6 at MaRS on knowledge management, security and responsible adoption. | Announced | [17] |
| Date | Move | Detail | Source |
|---|---|---|---|
| Oct 6, 2026 | US survey: 69% would let a bank AI assistant complete a financial task | TD AI Omnibus, 1,008 respondents on 18-20 September; 49% used an AI assistant for a financial decision in the past year and 83% of them verified it elsewhere. | [15] |
| Sep 22, 2026 | Layer 6 and Cohere: up to C$25 million over three years | Strategic collaboration on enterprise AI, with a focus on knowledge management, security and responsible adoption. | [17] |
| Sep 17, 2026 | US bank details AI in AML, engineering and the call centre | Three AI models in the AML program, an investigator desktop in development, 1,800 developers on GitHub Copilot, and a vendor voice AI agent targeted at about 50% of incoming calls. | [6] |
| Sep 9, 2026 | Chun at the Scotiabank summit: five AI 'big rocks' and a collections agent | Contact centre, end-to-end retail credit, fraud, AML and KYC, and advisor productivity; mortgage funding cost to fall from about C$187 to about C$47; collections agent lifts connect rates from 6-7% to 20-25%; he said the capability can move to the US. | [18] |
| Aug 27, 2026 | Q3 fiscal 2026 call: first wave of end-to-end AI in credit, software and contact centres | The CEO names retail end-to-end credit, the software development life cycle and contact centres as the first wave; AML remediation expense of about $550 million for the year. | [19][20] |
| May 28, 2026 | Q2 fiscal 2026 report: TD Insurance launches a client-facing generative AI assistant | The 6-K says TD became the first Canadian home and auto insurer to deploy one; it repeats that AML remediation includes continued investment in advanced analytics, machine learning and AI within financial-crimes risk management. | [21] |
| Feb 25, 2026 | Branch Virtual Assistant expands nationally; agentic lending capability scales | Q1 fiscal 2026 report; CFO targets $150 million of claims-cost cuts with AI. | [11][22][23] |
| Nov 20, 2025 | Jagadish: 80% of contact-centre agents used the AI knowledge tool in month one | At the Reuters AI Momentum conference she said TD briefed colleagues months before launch and is rolling the tool into branches and making it predictive. | [2] |
| Oct 20, 2025 | TD Wealth Virtual Assistant | A generative knowledge-management system built by Layer 6 for wealth colleagues. | [5] |
| Oct 9, 2025 | TD Securities assistant runs on OpenAI enterprise GPT | CIO Dan Bosman: chosen as a natural extension of TD's Microsoft and Azure partnership; built with Layer 6; TD has about 2,500 people building AI platforms and applications. | [4][10] |
| Jul 8, 2025 | TD Securities AI Virtual Assistant pilot | A proprietary generative chatbot for front-office sales, trading and research. | [3] |
Does TD Bank have a customer chatbot?
TD's first client-facing generative AI assistant is the TDI Virtual Assistant, launched May 1, 2026 on TD Insurance web pages in Canada. TD's investor-day materials also list TD Clari, a client-facing chatbot, among Canadian use cases. In the US, TD is deploying a vendor voice AI agent aimed at about half of incoming calls.
What does TD's contact-centre AI assistant do?
It is a generative knowledge-management system that answers contact-centre agents' questions with sourced responses from TD's policies. TD says it reduced call hold times by 12%; US digital head Jo Jagadish said 80% of US agents used it in the first month and that TD is extending it to branches.
Which model powers TD's assistants?
The TD Securities AI Virtual Assistant runs on OpenAI's enterprise GPT models through TD's Microsoft Azure relationship. TD has not named the models behind its branch, wealth, contact-centre or insurance assistants, all built with Layer 6; it also has a C$25 million relationship with Cohere for knowledge management.
How many TD employees use AI assistants?
TD said in January 2026 that it had deployed AI solutions, including generative virtual assistants, to more than 40,000 colleagues. The TD Branch Virtual Assistant alone serves 17,000 front-line colleagues in Canada, and TD's investor-day goal is 100% of colleagues enabled with AI agents.
- Let's Chat Coverage: TD Insurance Rolls Out New Virtual Assistant
- How Citi, Citizens, TD deploy AI agents without upsetting humans
- Virtual AI Assistant To Help Power TD Securities
- 'Give me five trade ideas': TD's traders embrace ChatGPT
- New TD Wealth Virtual Assistant Set to Enhance the Colleague and Client Experience
- TD Bank Targets 100 U.S. Branches as AML Remediation Continues
- TD wins BIG Innovation Awards for fifth consecutive year
- TD strengthens Its Responsible AI Principles to support trust in AI innovation
- TD Bank US head of AI weighs in on agents
- TD Securities taps Layer 6 and OpenAI to deliver real-time equity insights to sales and trading teams
- TD Bank Group Reports First Quarter 2026 Results (report to shareholders)
- TD Investor Day 2025: full presentation
- Inside the team ensuring artificial intelligence at TD is trustworthy
- US 2026/0072967 A1: Generating a response for a communication session based on previous conversation content using a large language model (assignee Toronto-Dominion Bank)
- Nearly 7 in 10 Americans Would Let AI Complete Certain Financial Tasks, TD Survey Finds
- More Americans asking AI for financial advice: TD survey
- TD announces $25 million strategic relationship with Cohere to support AI adoption
- TD Bank at Scotiabank summit: profit gains, AI push lift outlook (transcript)
- TD (TD) Q3 2026 Earnings Call Transcript
- TD Bank Group Third Quarter 2026 Report to Shareholders (Form 6-K, Exhibit 99.1)
- TD Bank Group Second Quarter 2026 Report to Shareholders (Form 6-K, Exhibit 99.1)
- TD eyes $150M in cost reductions – with help from AI
- TD Bank eyes $150M in claims cost reductions — with help from AI
When TD moves on AI, you'll read it here first.
when one of the banks we cover moves on AI, it is in the next morning's brief · six sourced stories · 7 am ET · free
plus every tracker, bank and agent page update, the morning after · leave any morning