# TD Bank (U.S.): Virtual assistant Source: https://www.bankingnewsai.com/banks/td-bank-us/virtual-assistant Last updated: Oct 16, 2026 *Part of the [TD Bank (U.S.) AI strategy profile](https://www.bankingnewsai.com/banks/td-bank-us).* ## 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. ([TD Bank Group](https://stories.td.com/ca/en/news/2026-05-01-let-27s-chat-coverage-3a-td-insurance-rolls-out-new-virtual-assi), [American Banker](https://americanbanker.com/news/how-citi-citizens-td-deploy-ai-agents-without-upsetting-humans), [TD Bank Group](https://stories.td.com/ca/en/news/2025-07-08-virtual-ai-assistant-to-help-power-td-securities), [American Banker](https://americanbanker.com/news/give-me-five-trade-ideas-tds-traders-embrace-chatgpt), [TD Bank Group](https://stories.td.com/ca/en/news/2025-10-20-new-td-wealth-virtual-assistant-set-to-enhance-the-colleague), [MarketBeat (Yahoo Finance)](https://finance.yahoo.com/markets/stocks/articles/td-bank-targets-100-u-230222427.html), [TD Bank Group](https://stories.td.com/ca/en/news/2026-01-16-td-wins-big-innovation-awards-for-fifth-consecutive-year-e2-80-af), [TD Bank Group](https://stories.td.com/ca/en/news/2026-07-30-td-strengthens-its-responsible-ai-principles-to-support-trus)) ## Which virtual assistants has TD launched, and for whom? | Assistant | Users | What it does | Launched / figure | Sources | | --- | --- | --- | --- | --- | | 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 | [TD Bank Group](https://stories.td.com/ca/en/news/2026-05-01-let-27s-chat-coverage-3a-td-insurance-rolls-out-new-virtual-assi), [American Banker](https://americanbanker.com/news/how-citi-citizens-td-deploy-ai-agents-without-upsetting-humans), [CIO Dive](https://ciodive.com/news/td-bank-head-of-ai-talks-agents/812380) | | 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 | [TD Bank Group](https://stories.td.com/ca/en/news/2025-07-08-virtual-ai-assistant-to-help-power-td-securities), [American Banker](https://americanbanker.com/news/give-me-five-trade-ideas-tds-traders-embrace-chatgpt), [VentureBeat](https://venturebeat.com/ai/td-securities-taps-layer-6-and-openai-to-deliver-real-time-equity-insights-to-sales-and-trading-teams) | | TD Wealth Virtual Assistant | Wealth colleagues | Generative knowledge-management system for product and policy information | October 20, 2025 | [TD Bank Group](https://stories.td.com/ca/en/news/2025-10-20-new-td-wealth-virtual-assistant-set-to-enhance-the-colleague) | | 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 | [TD Bank Group](https://stories.td.com/ca/en/news/2026-05-01-let-27s-chat-coverage-3a-td-insurance-rolls-out-new-virtual-assi), [TD Bank Group](https://www.td.com/content/dam/tdcom/canada/about-td/pdf/quarterly-results/2026/q1/2026-q1-report-shareholders-en.pdf) | | 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 | [TD Bank Group](https://stories.td.com/ca/en/news/2026-05-01-let-27s-chat-coverage-3a-td-insurance-rolls-out-new-virtual-assi) | | US voice AI agent | US call-centre callers | Vendor-built voice agent | Targeted at ~50% of incoming calls | [MarketBeat (Yahoo Finance)](https://finance.yahoo.com/markets/stocks/articles/td-bank-targets-100-u-230222427.html) | | TD Clari | Clients (Canada) | Client-facing chatbot listed among Canadian Personal Bank AI use cases | Named September 2025 | [TD Bank Group](https://td.com/content/dam/tdcom/canada/about-td/investor-day/investor-day-2025/full-presentation-td-investor-day-2025-en.pdf) | ## 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'. ([TD Bank Group (TD Stories)](https://stories.td.com/ca/en/article/layer-6-trustworthy-ai-td), [TD Bank Group](https://stories.td.com/ca/en/news/2026-05-01-let-27s-chat-coverage-3a-td-insurance-rolls-out-new-virtual-assi)) 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. ([American Banker](https://americanbanker.com/news/give-me-five-trade-ideas-tds-traders-embrace-chatgpt), [Google Patents (USPTO)](https://patents.google.com/patent/US20260072967A1/en)) 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. ([TD Bank Group](https://stories.td.com/ca/en/news/2026-07-30-td-strengthens-its-responsible-ai-principles-to-support-trus), [American Banker](https://americanbanker.com/news/how-citi-citizens-td-deploy-ai-agents-without-upsetting-humans)) ## Do TD's US customers want AI assistants? | Finding | Value | Survey | Sources | | --- | --- | --- | --- | | Would let a bank AI assistant complete at least one financial task | 69% | TD AI Omnibus, 1,008 US adults, September 2026 | [TD Bank U.S. (Business Wire via Yahoo Finance)](https://finance.yahoo.com/technology/ai/articles/nearly-7-10-americans-let-123000213.html) | | Used an AI assistant for a financial decision in the past year / verified it elsewhere | 49% / 83% of those | TD AI Omnibus, September 2026 | [TD Bank U.S. (Business Wire via Yahoo Finance)](https://finance.yahoo.com/technology/ai/articles/nearly-7-10-americans-let-123000213.html) | | Use AI for money decisions | 55%, up from 10% | TD AI Insights, 2,500 US consumers, March 2026 | [American Banker](https://www.americanbanker.com/news/more-americans-asking-ai-for-financial-advice-td-survey) | ## What does the TD profile record on this topic? | Date | Move | Detail | Sources | | --- | --- | --- | --- | | 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. | [TD Bank U.S. (Business Wire via Yahoo Finance)](https://finance.yahoo.com/technology/ai/articles/nearly-7-10-americans-let-123000213.html) | | 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. | [TD Bank Group (Canada Newswire via Yahoo Finance)](https://finance.yahoo.com/news/td-announces-25-million-strategic-200000614.html) | | 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. | [MarketBeat (Yahoo Finance)](https://finance.yahoo.com/markets/stocks/articles/td-bank-targets-100-u-230222427.html) | | 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. | [Investing.com](https://investing.com/news/transcripts/td-bank-at-scotiabank-summit-profit-gains-ai-push-lift-outlook-93CH-4894177) | | 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. | [Motley Fool (Yahoo Finance)](https://finance.yahoo.com/markets/stocks/articles/td-td-q3-2026-earnings-132153119.html), [TD Bank Group (SEC filing)](https://www.sec.gov/Archives/edgar/data/947263/000156276226000098/ex991.htm) | | 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. | [TD Bank Group (SEC filing)](https://www.sec.gov/Archives/edgar/data/947263/000094726326000055/ex991.htm) | | 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. | [TD Bank Group](https://www.td.com/content/dam/tdcom/canada/about-td/pdf/quarterly-results/2026/q1/2026-q1-report-shareholders-en.pdf), [Banking Dive](https://www.bankingdive.com/news/td-bank-150m-insurance-cost-reductions-ai-chun-salom/813637/), [CIO Dive](https://www.ciodive.com/news/td-bank-eyes-150m-claims-cost-reductions-ai/813554/) | | 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. | [American Banker](https://americanbanker.com/news/how-citi-citizens-td-deploy-ai-agents-without-upsetting-humans) | | Oct 20, 2025 | TD Wealth Virtual Assistant | A generative knowledge-management system built by Layer 6 for wealth colleagues. | [TD Bank Group](https://stories.td.com/ca/en/news/2025-10-20-new-td-wealth-virtual-assistant-set-to-enhance-the-colleague) | | 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. | [American Banker](https://americanbanker.com/news/give-me-five-trade-ideas-tds-traders-embrace-chatgpt), [VentureBeat](https://venturebeat.com/ai/td-securities-taps-layer-6-and-openai-to-deliver-real-time-equity-insights-to-sales-and-trading-teams) | | Jul 8, 2025 | TD Securities AI Virtual Assistant pilot | A proprietary generative chatbot for front-office sales, trading and research. | [TD Bank Group](https://stories.td.com/ca/en/news/2025-07-08-virtual-ai-assistant-to-help-power-td-securities) | ## Common questions ### 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. ## Deeper on TD - [What is TD Bank's AI strategy?](https://www.bankingnewsai.com/banks/td-bank-us/ai-strategy) - [What AI research, patents and partnerships does TD Bank have?](https://www.bankingnewsai.com/banks/td-bank-us/ai-research-patents-partnerships) - [How does TD Bank govern AI responsibly?](https://www.bankingnewsai.com/banks/td-bank-us/responsible-ai) --- Canonical page: https://www.bankingnewsai.com/banks/td-bank-us/virtual-assistant Part of [BankingNewsAI](https://www.bankingnewsai.com/) — a free daily brief on AI in banking, an AI regulation tracker (42 authorities, 243 documents) and AI-strategy profiles of the 120 largest US banks. Markdown versions of every reference page: append `.md` to the page URL; index at https://www.bankingnewsai.com/llms.txt.