How does TowneBank compare with its peers on AI and technology?
On this site's AI disclosure index TowneBank scores 38.8 (#74 of 120 US banks), fifth in a seven-bank group of regionals competing in Virginia and North Carolina, behind SouthState (70.9), Pinnacle (65.3), F.N.B. (60.2) and Atlantic Union (53.7), level with United Community (38.7) and ahead of United Bankshares (2). Its AI is vendor-delivered and concentrated in the contact centre: Talkdesk Copilot and Interaction and Quality Analytics, with Talkdesk reporting a 23-second cut in average handle time and a 97% satisfaction rate (October 2025), plus SAS analytics on 15 years of data. Microsoft Copilot is installed on bankers' computers but, per a June 2026 UNC Greensboro capstone, 'not being widely used'. Its closest rival shows the gap: Atlantic Union's CIO plans AI screening of every call-centre recording against about 10% reviewed manually today (June 2026), and its conversion team validated more than 80 million data values. F.N.B. runs 10 AI-enabled fraud tools and names a director of AI and innovation (November 2025). TowneBank names no AI leader; it hired CIO Varun Chandhok in February 2026 to 'expand our technology capabilities', and its technology agenda is integration, with Old Point and Dogwood converted and blueharbor bank due in the first quarter of 2027. Neither of its 2026 10-Qs mentions AI.[1][2][3][4][5][6][7][8][9][10][11][12]
Data as of Oct 20, 2026 · TowneBank profile updated Oct 13, 2026 · computed tables recalculate from the 140 bank profiles on this site · Markdown
Where does TowneBank lead its peers on AI?
01
AI in the contact centre with vendor-reported results
TowneBank runs Talkdesk Copilot and Interaction and Quality Analytics in its contact centre; Talkdesk reported a 23-second cut in average handle time and a 97% satisfaction rate when it gave the bank an honorable mention in October 2025. Atlantic Union's AI call-centre quality control is still planned, with about 10% of calls reviewed manually as of June 2026.[2][1][5]
02
More use cases in production than most of the group
TowneBank's profile records 9 of 12 described AI use cases as in production, second in the seven-bank group behind SouthState (10 of 20); Atlantic Union records 5 of 12 and United Bankshares 5 of 8. TowneBank's list runs from Talkdesk agent assist to SAS CECL analytics and Card Suite Pro controls.[2][3][13]
03
A longer analytics history than United Bankshares discloses
SAS's May 2024 case study says TowneBank keeps 15 years of historical and forecasting data in a SAS cloud warehouse and reuses its CECL framework to anticipate member needs. United Bankshares discloses no AI programme, leader, vendor or budget, and its Q1 and Q2 2026 10-Qs contain no reference to AI.[3][14][15]
Where does TowneBank trail its peers on AI?
01
No named AI owner, while F.N.B. and Pinnacle name theirs
TowneBank names no AI leader; CIO Varun Chandhok joined in February 2026 and former CIO Denys Diaz said in 2025 that 'there's nothing AI can't fix or help with'. F.N.B. named a director of AI and innovation and a director of data science in September 2025, and Pinnacle names a head of AI with almost 20 AI engineers (July 2026).[7][16][6][17][18]
02
Copilot installed but under-used while SouthState counts adoption
A UNC Greensboro MBA capstone in June 2026 found Microsoft Copilot on TowneBank bankers' computers 'not being widely used' and wrote a prompt manual and training plan. SouthState reported 2,500+ premium and 2,200+ active basic Copilot users and 12K+ prompts a day at June 30, 2026.[4][19]
03
Fewest own disclosures in the group
TowneBank scores 13 on its own primary AI disclosures, last of seven (peer median 21). Its 2025 10-K, filed with the FDIC, carries a stand-alone AI risk factor, but its first- and second-quarter 2026 10-Qs contain no reference to AI; F.N.B.'s 2025 10-K describes heavy reliance on AI in credit decisioning, fraud detection and customer engagement.[20][11][12][6]
04
No AI fraud tooling disclosed, unlike F.N.B. and United Community
TowneBank's public fraud content is customer guidance on AI voice cloning and deepfake scams (May 2026) and a debit-card control app. F.N.B. reported 10 AI-enabled fraud tools at its November 2025 investor day, and United Community said in April 2026 that vendors' AI helped cut fraud losses 50% over two years.[21][13][6][22]
Where does TowneBank rank against its peers on AI disclosure?
Scores from the US AI disclosure index of 120 banks (0–100; 45% of the weight on independent coverage). The index measures what each bank has put on the public record and what outside outlets have reported about its AI, not capability or spending; every count is of entries on that bank's profile, each of which cites its sources.
| Bank | Score | Rank | Independent sources | Own disclosures | Use cases in production | Moves, last 12 months | Named AI platform |
|---|---|---|---|---|---|---|---|
| SouthState Bank | 70.9 | #33 of 120 | 12 | 16 | 10 of 20 | 20 | Copilot at scale, tested models, and Fiserv agentOS agents[23][24][25] |
| Pinnacle Financial Partners | 65.3 | #42 of 120 | 12 | 17 | 9 of 12 | 21 | A head of AI inside a banker-led model[17][26][27][28][18] |
| F.N.B. Corporation | 60.2 | #47 of 120 | 6 | 25 | 9 of 15 | 21 | eStore, the Common app and FNB's data hub[29][30][31] |
| Atlantic Union Bankshares | 53.7 | #52 of 120 | 10 | 14 | 5 of 12 | 19 | Automated conversion and validation tooling (Sandy Spring integration)[5][32][33] |
| TowneBank (this page) | 38.8 | #74 of 120 | 4 | 13 | 9 of 12 | 17 | Technology organisation under CIO Varun Chandhok; Talkdesk contact centre, SAS analytics and Microsoft Copilot[7][16][2][1][34][3][4][20][21] |
| United Community Banks | 38.7 | #75 of 120 | 4 | 27 | 8 of 13 | 21 | Not disclosed |
| United Bankshares | 2 | #116 of 120 | 3 | 25 | 5 of 8 | 13 | Not disclosed |
On which parts of the AI record is TowneBank ahead of or behind its peers?
Each row is one input of the index, counted on the profiles of TowneBank and the 6 peers that are scored on the same basis. "Place" is TowneBank's position in the group of 7 (1st = most).
| Component (weight) | TowneBank | Peer median | Most in the group | Place |
|---|---|---|---|---|
| Independent sources (45%) | 4 | 8 | SouthState (12) | 5th of 7 |
| Use cases in production (10%) | 9 | 8.5 | SouthState (10) | 2nd of 7 |
| Own primary disclosures (10%) | 13 | 21 | United Community (27) | 7th of 7 |
| Dated moves, last 12 months (10%) | 17 | 20.5 | FNB (21) | 6th of 7 |
| Disclosed numbers (5%) | 12 | 14.5 | FNB (20) | 5th of 7 |
| Named AI leaders (5%) | 9 | 8.5 | Pinnacle (12) | 3rd of 7 |
| Use cases described (5%) | 12 | 12.5 | SouthState (20) | 4th of 7 |
What has each bank in TowneBank's peer group disclosed about its AI?
Facts from each bank's profile, cited to the profile's own sources. "Not disclosed" means the bank's public record, as cited on its profile, does not state it.
| Bank | Platform or assistant, as the profile names it | AI leaders named | Headline AI number disclosed | Patents on the record | Open AI roles |
|---|---|---|---|---|---|
| TowneBank | Technology organisation under CIO Varun Chandhok; Talkdesk contact centre, SAS analytics and Microsoft Copilot[7][16][2][1][34][3][4][20][21] | 9, incl. William I. Foster III (President and CEO)[35] | Full-time equivalent employees: 2,976 (Dec 31, 2025)[20] | Not disclosed | Not surveyed |
| Atlantic Union Bankshares | Automated conversion and validation tooling (Sandy Spring integration)[5][32][33] | 8, incl. John Asbury (President and CEO)[36][37][38] | Share of calls reviewed: manual today versus planned AI screening: ≈ 10% to 100% (Jun 1, 2026)[5] | Not disclosed | 0 open AI roles (Sep 24, 2026) |
| United Bankshares | Not disclosed | 6, incl. Richard M. Adams Jr. (Chief Executive Officer)[39][40] | AI passages in the 10-K, 2024 report vs 2025 report: 1 vs 4 (Feb 27, 2026)[41][42] | Not disclosed | Not surveyed |
| F.N.B. Corporation | eStore, the Common app and FNB's data hub[29][30][31] | 9, incl. Vincent J. Delie, Jr. (Chairman, President and CEO)[29][30] | AI-enabled fraud tools: 10 (Nov 5, 2025)[6] | Not disclosed | 5 open AI roles (Oct 1, 2026); most in AI product & strategy |
| SouthState Bank | Copilot at scale, tested models, and Fiserv agentOS agents[23][24][25] | 10, incl. John Corbett (Chief Executive Officer)[43] | Copilot users (premium / active basic): 2,500+ / 2,200+ (Jun 30, 2026)[19] | None found (the profile's patent search)[44] | 1 open AI roles (Sep 24, 2026); most in AI engineering |
| Pinnacle Financial Partners | A head of AI inside a banker-led model[17][26][27][28][18] | 12, incl. Kevin Blair (President and CEO)[26][45][28][18] | AI engineers employed: almost 20 (Jul 23, 2026)[18] | Not disclosed | Not surveyed |
| United Community Banks | Not disclosed | 6, incl. Lynn Harton (Chairman, CEO and President)[46][47][48][22] | Fraud losses, change over two years (partly attributed to vendors' AI): −50% (Apr 21, 2026)[22] | Not disclosed | Not surveyed |
What are the latest dated moves on the AI record of TowneBank and its peers?
The two newest dated entries of each bank since Oct 16, 2025, from the timelines of the profiles (which also log filings, results and deals that bear on the AI record), newest first.
| Date | Bank | Move |
|---|---|---|
| Oct 8, 2026 | United Bank | Florida expansion announced[49] |
| Oct 6, 2026 | TowneBank | blueharbor bank acquisition announced[10][50] |
| Oct 2, 2026 | SouthState | Q3 2026 results scheduled[51] |
| Oct 1, 2026 | Pinnacle | Chief digital officer: 200,000-plus customers move to a new app in March 2027[52] |
| Oct 1, 2026 | SouthState | Edmonds profiled for tokenized-deposit and instant-payments work[53] |
| Sep 23, 2026 | United Bank | Charleston operations centre opens[54] |
| Sep 18, 2026 | United Community | Customer guidance on AI-enabled scams[55] |
| Sep 14, 2026 | United Community | Named as a Microsoft Copilot adopter[56] |
| Aug 18, 2026 | TowneBank | Talkdesk cites TowneBank as an automation reference[34] |
| Aug 17, 2026 | FNB | 16th for customer reputation[57] |
| Aug 6, 2026 | Atlantic Union | Second-quarter 10-Q repeats the AI risk language[58] |
| Aug 5, 2026 | FNB | Q2 2026 10-Q: same AI language as the first quarter[59] |
| Aug 4, 2026 | Pinnacle | Q2 10-Q: AI initiatives listed as an execution risk[60] |
| Jul 21, 2026 | Atlantic Union | Second-quarter call: efficiency ratio 47.47%, ten North Carolina branches[61] |
How does TowneBank's contact-centre AI compare with its Virginia and Carolinas peers'?
What each bank has disclosed about AI in member service and the contact centre, with the date. A blank means nothing is on the record.
| Bank | What it has disclosed | Status | Result or scale |
|---|---|---|---|
| TowneBank | Talkdesk Financial Services Experience Cloud with Talkdesk Copilot and Interaction and Quality Analytics: real-time insights, automated summaries, AI-driven knowledge | In production (September 2025) | 23-second cut in average handle time; 97% satisfaction rate (vendor-reported, October 2025)[2][1] |
| Atlantic Union | AI screening of every call-centre recording; an AI-enhanced chatbot on the investor-day roadmap | Planned (June 2026) | About 10% of calls reviewed manually today; call abandonment 13% in the Sandy Spring conversion month[5][62] |
| United Community | Contact-centre chatbots and AI agent tools | In production (April 2026) | More calls handled with the same agents[22] |
| SouthState | Call-centre agent assist; expanded self-service under experimentation | June 2026 | Not disclosed[19] |
| United Bankshares | None disclosed; a new Charleston operations centre co-locates Customer Care with IT and Fraud | September 2026 | About 170 staff[54] |
Who owns AI at TowneBank and its peers?
The named owner of AI or technology, and the governance each bank has put on the record.
| Bank | Named owner | Governance disclosed | Date |
|---|---|---|---|
| TowneBank | No AI head; CIO Varun Chandhok (from January 2026), ex-WesBanco and M&T | Board Enterprise Risk Management Committee oversees cyber; stand-alone AI risk factor in the 10-K | February 2026[7][20][63] |
| F.N.B. | Director of AI and innovation and director of data science, under chief strategy officer Chris Chan | Board Risk Committee oversees AI governance; AI Policy, Data and AI Governance Committee | March 2026[6] |
| Pinnacle | Head of AI Kevin Johnson; almost 20 AI engineers | AI initiatives listed as an execution risk in the Q2 2026 10-Q | July and August 2026[17][18][60] |
| Atlantic Union | CIO Matt Linderman; 'fast follower' AI strategy | Governance, vendor pilots and internal productivity first (investor day) | December 2025[62][5] |
| United Bankshares | Chief risk and information officer Darren K. Williams | AI named as a cyber and fraud risk in the 2025 10-K; no programme disclosed | February 2026[42] |
How does TowneBank's digital platform compare with its peers'?
The customer platform and data foundation each bank describes, with its latest dated change.
| Bank | Platform | Latest change | Scale disclosed |
|---|---|---|---|
| TowneBank | Towne24 online and mobile banking; Card Suite Pro debit-card controls | Old Point members moved to Towne24 on June 22, 2026; Dogwood business users on November 2, 2026 | Not disclosed[8][9][13] |
| F.N.B. | eStore and the Common app; on-premises data hub | Business loans added to eStore with AI-driven insights (March 2026) | More than 50 products in one application; 150 sites with interactive teller machines[31][29] |
| Atlantic Union | Socure, Salesforce, nCino, Blend, Q2 and MuleSoft in the stack | Sandy Spring conversion, October 2025 | More than 80 million data values validated; more than 800,000 customers[62][5][64] |
| SouthState | Online and mobile banking redesign; Copilot and a GenAI Knowledge Assistant internally | June 30, 2026 deck | 1.4 million deposit accounts[19] |
How do TowneBank's merger conversions compare with its peers'?
Bank conversions under way or recently finished in the group, and what each bank has disclosed about how the technology move went. Conversions absorb the same technology teams that would build AI.
| Bank | Deal | Conversion | What was disclosed |
|---|---|---|---|
| TowneBank | Old Point National Bank; Dogwood State Bank; blueharbor bank (announced October 6, 2026) | Old Point Online to Towne24 on June 22, 2026; Dogwood business banking on November 2, 2026; blueharbor expected to close in the first quarter of 2027 | Executive chairman's incentive of up to $2.5 million tied to converting and integrating the acquired banks[8][9][10][63] |
| Atlantic Union | Sandy Spring Bancorp (about $1.3 billion, all stock) | October 2025 | Every field validated, more than 80 million values; call abandonment 13% against a 50% to 70% forecast; volumes normal in six days[65][5] |
| Pinnacle | Synovus (merger closed January 1, 2026) | A new banking app at the systems conversion in March 2027 | More than 200,000 customers moving[66][52] |
| United Community | Peach State Bancshares ($100.8 million) | Merger completed August 1, 2026; systems conversion expected in the first quarter of 2027 | The CEO says years without conversions let United run more technology projects[67][68][22] |
| United Bankshares | Piedmont Bancorp, Georgia (about $267 million) | Completed January 10, 2025 | Filings name no technology or AI element[69] |
Which banks are TowneBank's peers, and why these?
TowneBank is compared here with Atlantic Union Bankshares, United Bankshares, F.N.B. Corporation, SouthState Bank, Pinnacle Financial Partners and United Community Banks: chosen by the editors for this page (see the note below the table). TowneBank is classed as a regional or retail-commercial bank in the Southeast.
The computed group was built around Florida, Mississippi and Tennessee banks; this group holds the regionals that compete for deposits in TowneBank's two states, Virginia and North Carolina: Atlantic Union (Richmond), United Bankshares (Fairfax, Virginia), F.N.B. (expanding into the Carolinas and Mid-Atlantic), SouthState, Pinnacle and United Community, with First Citizens and the national banks compared on the competitors page.
Is TowneBank better than Atlantic Union at AI?
The record cannot settle capability, but Atlantic Union has put more on it: 53.7 on this site's disclosure index against TowneBank's 38.8. Atlantic Union's CIO plans AI screening of every call recording and automated validation of over 80 million values in its last conversion. TowneBank already runs Talkdesk Copilot in its contact centre, with vendor-reported results.[5][2][1]
Does TowneBank use AI?
Yes, mostly through vendors. Its contact centre runs Talkdesk Copilot and Interaction and Quality Analytics, its CECL and member analytics run on SAS with 15 years of data, and Microsoft Copilot is installed for bankers, though a June 2026 capstone found it under-used. It has named no AI leader or budget.[2][3][4]
How does TowneBank compare with F.N.B. on AI?
F.N.B. scores 60.2 on this site's index and TowneBank 38.8. F.N.B. names a director of AI and innovation, runs 10 AI-enabled fraud tools and mines more than 270 million transactions for about 190,000 leads a quarter (November 2025). TowneBank's AI is vendor-delivered in the contact centre and analytics, and it names no AI leader.[6][2][3]
Who leads technology at TowneBank?
Varun Chandhok, senior executive vice president and chief information officer, announced in February 2026 to 'further advance our technology strategy'. He was previously CIO of WesBanco Bank and chief information and operations officer of Premier Financial, after technology roles at M&T Bank. TowneBank has named no chief AI or data officer.[7][20]
Which Virginia bank has the most disclosed AI?
Among Virginia-based regionals on this site, Atlantic Union scores 53.7 on the AI disclosure index, TowneBank 38.8 and United Bankshares 2. Capital One, the largest deposit holder in Virginia, is scored among the large banks; its Eno assistant answers account questions in the app and by text.[5][70][71]
How does TowneBank's technology spending compare?
TowneBank does not publish a technology budget. Its 2025 10-K shows software expense of $27.63 million, up 3.05%, and data processing of $17.21 million. F.N.B. guided 2026 non-interest expense toward the top of $1.00 billion to $1.02 billion, citing accelerated AI investment among the drivers.[20][72]
What do TowneBank's filings say about AI compared with peers'?
TowneBank's 2024 10-K added a stand-alone AI risk factor and the 2025 10-K added AI to the cyber risk factor; its 2026 10-Qs say nothing on AI. United Bankshares' AI passages rose from one to four between its 2024 and 2025 10-Ks, and Atlantic Union's 2025 10-K says some of its models use AI or machine learning.[73][20][12][42][5]
How do TowneBank's mergers affect its technology work compared with peers?
TowneBank converted Old Point's online banking to Towne24 in June 2026 and moves Dogwood's business users in November 2026, with blueharbor bank due to close in early 2027. Atlantic Union automated validation of more than 80 million values in its Sandy Spring conversion, and Pinnacle plans a new app for 200,000-plus Synovus customers in March 2027.[8][9][10][5][52]
How does TowneBank compare with SouthState on AI?
SouthState scores 70.9 on this site's disclosure index and TowneBank 38.8. SouthState reports 2,500+ premium Copilot users and 12K+ prompts a day (June 30, 2026); a June 2026 capstone found Copilot on TowneBank bankers' computers 'not being widely used'. TowneBank's AI is concentrated in its Talkdesk contact centre.[19][4][2]
How does TowneBank compare with United Bankshares on AI?
TowneBank scores 38.8 on this site's index and United Bankshares 2. United discloses no AI programme, leader, vendor or budget, and its 2026 10-Qs have no AI reference. TowneBank names Talkdesk Copilot and SAS analytics in production and a new CIO, though it too names no AI leader.[15][2][3][7]
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- Earnings call transcript: Atlantic Union Bankshares tops Q2 2026 estimates
- Atlantic Union Bankshares Investor Day presentation, December 10, 2025 (Form 8-K, Exhibit 99.1)
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