How is AI changing Truist's workforce?
Truist has said more about AI and productivity than about AI and jobs, but its filings now connect the two. The 2025 10-K, filed February 24, 2026, says automation and AI 'may lead us to modify our workforce strategy', which could mean more teammate training, managing morale and retention, and competing for candidates with more advanced technological skills. Full-time-equivalent teammates averaged 37,833 in the third quarter of 2026, down from 38,534 a year earlier; Truist does not attribute the change to AI. CIO Steve Hagerman, whose organization has more than 10,000 full-time employees, says the bank deployed more than 50 AI use cases in 2025 and that 'digital teammates' will be formally hired into his organization in 2026, to be trained, promoted by success rate, put on corrective action and retired like staff. He has tried to train the CEO, the operating council, the board and the top 1,200 leaders through weekly hands-on AI 'scenarios'. Generative AI call summaries saved teammates more than 36,000 hours in the second quarter of 2026. Wholesale chief Kristin Lesher said on October 22, 2026 that agents at Truist only help individual employees, and that she tells teams: 'Tell me what you think', not what the model says. Three days earlier Truist and Infosys said its Hyderabad capability center would onboard more than 1,000 colleagues. Truist publishes no AI training figures.[1][2][3][4][5][6]
Data as of Oct 31, 2026 · Truist profile updated Oct 21, 2026 · 20 sources cited on this page · 141 banks profiled on this site · Markdown
What has Truist said about AI and its workforce, and when?
Statements and figures as the source reports them, in date order.
| Date | Who | What was said or reported |
|---|---|---|
| January 31, 2023 | Ken Meyer, chief information and experience officer | Truist set out to bring application-development talent in-house, trained existing teammates, mixed BB&T and SunTrust engineers from day one, and planned its first internal developer conference[7] |
| February 24, 2026 | 2025 Form 10-K | 'Advances in technology, such as automation and AI, may lead us to modify our workforce strategy', which could require more teammate training and competing for candidates with more advanced technological skills[1] |
| March 16, 2026 | 2026 proxy statement | The board and its committees engage regularly on AI as Truist strengthens governance and teammate training[8] |
| June 1, 2026 | Steve Hagerman, CIO | Digital teammates (TDTs) in final proof of concept, to be hired into his organization in 2026; he has tried to train the CEO, operating council, top 1,200 leaders and the board on AI: 'You can't describe AI to someone. They have to get their hands on it.'[3] |
| June 11, 2026 | Truist | Patent application filings up 63% over the past year and the number of teammates submitting patent applications up 58%, which the bank links to AI and machine learning[9] |
| September 9, 2026 | Truist | AI Call Summaries saved teammates more than 36,000 hours in the second quarter of 2026, at about 30 seconds saved per call[4] |
| October 16, 2026 | 3Q26 earnings release | Average full-time-equivalent teammates 37,833, against 38,534 a year earlier[2] |
| October 19, 2026 | Truist and Infosys | Hyderabad Global Capability Center expanded, consolidating multiple Indian supplier relationships; more than 1,000 colleagues onboarding; aim to 'cultivate deep, future-ready technology talent'[6] |
| October 22, 2026 | Kristin Lesher, chief wholesale banking officer | Staff use agentic AI to improve client advice and to be more productive, but agents cannot act on their own in the company; 'all leaders will manage teams that consist of both human beings and digital teammates'[5] |
How many people does Truist employ, and how has that changed?
Average full-time-equivalent teammates per quarter, from the third-quarter 2026 earnings release. Truist does not attribute these changes to AI.
How does Truist expect employees to work with AI, and what has it not disclosed?
Lesher describes personal agents with tight limits: she can build one to gather information and draft client presentations, 'but only I can use that agent'; it 'can't go do things in our company.' Future digital teammates will need permissions, goals and performance reviews; responsibility is split between the business, risk and technology, and every agent will have a kill switch.[5]
She also worries about employees outsourcing judgment: 'I don't want to read copilots' recommendations... Tell me what you think, and do it in a way that I know it's your thought.' Truist is studying the cost of the AI tools staff choose and where cheaper methods would do.[5]
Outside the bank, the Truist Foundation's 2026 Inspire Awards Challenge, run with MIT Solve, funds nonprofits that help adult workers navigate AI-driven change; the first-place grant is $250,000.[10]
Not disclosed: AI training hours or completion rates, the number of staff working on AI, whether the India hub replaces any US roles, and how many roles AI has changed or removed. The 10-K names the workforce risk but gives no figures.[1][6]
What does the Truist profile record on this topic?
The rows below are the entries of the Truist AI strategy profile that bear on this page, as of Oct 21, 2026; the profile holds the full record of 39 dated moves, 16 use cases and 43 sources.
| Use case | What the record shows | Status | Source |
|---|---|---|---|
| Truist digital teammates (TDTs) | AI agents in final proof-of-concept, to be hired into technology in 2026. | Pilot | [3] |
| Client Pulse | Patent-pending AI aggregating client feedback across millions of conversations. | Pilot | [11] |
| AI Call Summaries | Automatic generative-AI note-taking for care-centre conversations, implemented in Q3 2025 and fully deployed by September 2026; more than 70% of inbound care-centre interactions supported. | In production | [4] |
| Date | Move | Detail | Source |
|---|---|---|---|
| Sep 9, 2026 | AI Call Summaries deployed across care centres | Generative AI converts client calls into structured notes within seconds; 4.5 million-plus summaries and more than 36,000 hours saved for teammates in Q2 2026 alone. | [4] |
| Jun 16, 2026 | Patent granted: natural-language risk scoring of customer communications | US 12,657,538 B2, assigned to Truist Bank, covers audio signal processing and dynamic risk scoring from natural-language understanding of unstructured customer-service data, so that risky interactions can be escalated. | [12] |
| Jun 11, 2026 | Patent filings up 63%, half AI | The bank credits more employee ideas and a deliberate effort to embed machine learning. | [9] |
| Jun 10, 2026 | Truist Foundation funds AI-era worker programs | More than $1 million in grants and in-kind services, with MIT Solve, for nonprofits helping adult workers navigate AI-driven change. | [10] |
| Jun 1, 2026 | 'Digital teammates' to be hired in 2026 | Hagerman describes agents that are trained, promoted, corrected and retired like staff. | [3] |
| Apr 17, 2026 | Q1 2026: AI called 'a real operating lever'; 'AI in action' metrics | Rogers describes AI across consumer banking and wholesale underwriting, lead generation and adviser productivity; the deck reports 3.4 million gen-AI call summaries in the quarter and 12.5 million-plus Truist Assist requests since 2023. | [13][14] |
| Feb 24, 2026 | 10-K: AI and the workforce, fraud and cyber risk | Beyond the AI risk factor, the 10-K says automation and AI may lead Truist to modify its workforce strategy, warns that AI makes fraud harder to detect and identity fraud likelier, and says AI-enabled technologies may widen the cyber-attack surface through adversarial manipulation and data poisoning. | [1] |
| Nov 26, 2025 | Lo Li hired to run consumer-bank technology, data and operations | From Capital One, where she was chief technology officer of the retail bank; starts December 1 and reports to Hagerman. | [15] |
| Nov 19, 2025 | Pascal Belaud named chief AI & data officer | From Microsoft; responsible for AI, data and advanced-automation strategy across the enterprise. | [16][17] |
| Nov 4, 2025 | Patent granted: AI engine that finds commonalities among data nodes | US 12,462,162 B2, assigned to Truist Bank (filed May 2022), covers training an AI engine to cluster transaction data and predict actions. | [18] |
| Aug 20, 2025 | Multi-year investment includes Client Pulse | A patent-pending AI tool aggregating client feedback across millions of conversations. | [11][19] |
| Apr 1, 2025 | Patent granted: adaptive text-to-speech | US 12,266,340 B2, assigned to Truist Bank (filed December 2022), covers individualised, context-aware text-to-speech. | [20] |
Is Truist cutting jobs because of AI?
Truist has not said so. Average full-time-equivalent teammates fell from 38,534 in the third quarter of 2025 to 37,833 a year later, but the bank does not attribute that to AI. Its 2025 10-K warns that automation and AI may lead it to modify its workforce strategy.
What are Truist's 'digital teammates'?
They are AI agents that CIO Steve Hagerman says will be formally hired into his organization in 2026. He describes training them, promoting them as their success rate rises, putting them on corrective action plans when they go outside their boundaries, and retiring them when no longer needed.
How does Truist train employees on AI?
Hagerman designs weekly hands-on AI 'scenarios' with prompts for executives and says he has tried to train the CEO, the operating council, the top 1,200 leaders and the board. The 2026 proxy refers to teammate training alongside AI governance. Truist has not published firm-wide AI training figures.
Does Truist's India hub replace US roles?
Truist has not said. On October 19, 2026 Truist and Infosys said the Hyderabad Global Capability Center would consolidate work from several Indian suppliers into one model and onboard more than 1,000 colleagues, with the aim of reducing third-party dependency. Neither company has said whether any US roles move there.
Is Truist hiring for AI roles?
Yes. A BankingNewsAI snapshot of Truist's careers site on October 27, 2026 listed AI roles including a senior director of agentic engineering, an AI enablement director for productivity, an AI product safety consultant and an AWS solution architect for agentic AI. See the AI hiring tracker.
- Annual Report on Form 10-K for the fiscal year ended December 31, 2025
- Truist reports third quarter 2026 results (earnings release)
- Steve Hagerman's agentic vision for Truist's future
- Truist advances AI to create more meaningful client interactions
- 'Tell me what you think': Challenges of managing AI users
- Infosys and Truist Strengthen Strategic Collaboration to Build a Global Capability Center in India
- Migrating two banks to the cloud after a merger (interview with Ken Meyer, Truist)
- Truist Financial Corporation 2026 Proxy Statement (Schedule 14A)
- Truist patent boom fueled by AI & machine learning
- Truist Foundation announces new Inspire Awards Challenge to support adult workers in the age of AI
- Truist announces significant multi-year investment in high-growth markets
- US 12,657,538 B2: Audio signal processing and dynamic natural language understanding (assignee Truist Bank; granted 2026-06-16)
- Truist (TFC) Q1 2026 Earnings Call Transcript
- Exhibit 99.3: First quarter 2026 earnings presentation (Form 8-K)
- Truist hires Lo Li to lead consumer and small business banking technology, data and operations
- Truist names Pascal Belaud as chief AI & data officer
- Truist taps Microsoft alum as AI chief
- US 12,462,162 B2: Training artificial intelligence engine to identify commonalities among nodes to predict actions (assignee Truist Bank; granted 2025-11-04)
- Truist aims to build 100 new branches in a mass-affluent grab
- US 12,266,340 B2: Adaptive, individualized, and contextualized text-to-speech systems and methods (assignee Truist Bank; granted 2025-04-01)
When Truist 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 PT · free
plus every regulation, bank and agent page update, the morning after · leave any morning