What is Truist Assist, and how much is it used?
Truist Assist is Truist's AI-enhanced virtual assistant, launched on September 15, 2022 in the mobile app and online banking for personal (retail and wealth) clients, available 24/7 and handing off to a care-centre teammate when needed; at launch it covered more than 100 common inquiries. Usage is disclosed in detail: 81% of inquiries were resolved in the chatbot in the third quarter of 2025 (1.3 million conversations), it averaged up to 440,000 conversations a month by December 2025, and the 2025 annual report counts nearly 5.5 million conversations in the year with more than 80% resolved in the chatbot. The 'Ask Truist Assist' universal search, which lets clients search from any screen, lifted chat volume 50% in 2025 per the annual report (the CEO cited a 97% rise in chat engagement). By March 31, 2026 it had handled more than 12.5 million requests since 2023, over 9 million end-to-end by AI, and nearly 2 million in the second quarter of 2026 (up 60%). It works alongside Truist Insights, which passed 2 billion proactive insights in September 2026, and generative-AI call summaries for care-centre staff. Truist has not named the vendor or model behind Truist Assist.[1][2][3][4][5][6][7][8][9]
Data as of Oct 16, 2026 · Truist profile updated Oct 13, 2026 · 21 sources cited on this page · 140 banks profiled on this site · Markdown
How has Truist Assist developed since launch?
| Date | Milestone | Figure |
|---|---|---|
| September 15, 2022 | Launched in the mobile app and online banking for personal banking clients, with handoff to care centres; part of the 'T3' technology-plus-touch strategy | 100-plus common inquiries supported[1] |
| August 20, 2025 | Described as handling client conversations alongside Truist Insights | Nearly 500,000 conversations a month[10] |
| Q3 2025 | Earnings deck metric | 1.3 million conversations; 81% of inquiries resolved through the chatbot[2] |
| December 18, 2025 | Listed among Truist's AI-enhanced digital tools | Averaging up to 440,000 conversations a month[3] |
| Full year 2025 | Ask Truist Assist search from any screen in digital banking | Nearly 5.5 million conversations; 80%+ resolved in the chatbot; chat volume +50%[4][5] |
| March 31, 2026 | Cumulative since 2023 | 12.5 million-plus requests; 9 million-plus handled end-to-end by AI[6] |
| Q2 2026 | Quarterly volume | Nearly 2 million requests, up 60% year on year[7][11] |
Which other AI assistants does Truist run for clients and staff?
| Tool | Who uses it | What it does | Scale |
|---|---|---|---|
| Truist Insights | Consumer, small-business and wealth clients | Proactive insights and advice in digital channels, from savings nudges to overdraft warnings; powered by Personetics | 2 billion-plus since 2023; 167 million in Q2 2026[8][7][12] |
| AI Call Summaries | Care-centre teammates | Generative AI turns client calls into structured notes in seconds; launched Q3 2025, fully deployed September 2026 | 4.5 million-plus summaries and 36,000-plus hours saved in Q2 2026[9] |
| Connection Tiles and branch insights | Branch bankers | AI analysis of a client's finances prompts five suggested next steps; AI-powered branch insights for Truist Premier | Introduced about 18 months before September 2026[13][14] |
| Truist Client Pulse | Teammates and managers | Patent-pending AI that aggregates client feedback across millions of conversations | Up to 30 million conversations[15][3] |
How does Truist Assist work, and what has Truist not disclosed?
At launch Truist described Truist Assist as built by teams from its lines of business, design and technology, with the contact centres embedded so that a request can pass from the assistant to a teammate 'when their request warrants a deeper level of support'.[1]
The 2025 annual report says Truist is 'equipping care agents with real-time information' and credits Truist Assist's self-service resolution with 'reducing manual intervention, and enabling teammates to focus on more complex client needs'.[4]
Not on the record: the vendor or language model behind Truist Assist, whether it uses generative AI for answers, and any containment or satisfaction score beyond the resolution rates above. The 10-K warns that third-party AI services may fail, degrade or return inaccurate outputs.[1][16]
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 13, 2026; the profile holds the full record of 36 dated moves, 15 use cases and 41 sources.
| Use case | What the record shows | Status | Source |
|---|---|---|---|
| Truist Insights | Personalisation engine delivering proactive insights and advice in digital channels. | In production | [8] |
| Client Pulse | Patent-pending AI aggregating client feedback across millions of conversations. | Pilot | [17] |
| 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 | [9] |
| Truist Assist | AI chatbot and mobile assistant, with 'Ask Truist Assist' universal search; more than 12.5 million requests since 2023, over 9 million handled end-to-end by AI. | In production | [6][7][5] |
| Truist Insights (Personetics) | Personalised insights shown to clients at every log-in, powered by Personetics' Cognitive Banking platform; Personetics reports over a billion insights delivered since launch, a 16% click-through rate and a 4.5-out-of-5 client rating (the vendor's figures, from a 2025 Financial Brand Forum session with Truist's head of digital, Sherry Graziano). | In production | [12] |
| Connection Tiles | AI analysis of a client's finances prompts branch bankers with five suggested products or actions, such as a money-market account for a large idle deposit or fraud education; introduced about 18 months before September 2026. | In production | [13] |
| Date | Move | Detail | Source |
|---|---|---|---|
| Sep 18, 2026 | Mid-table on AI-judged reputation | A RepTrak study averaging scores across Claude, ChatGPT and Gemini gives Truist 42.6 out of 100, third of seven banks measured, behind Ally (52.1) and Chase (50.3) but ahead of Bank of America (39.6), Chime (37.3), Wells Fargo (22.2) and TD Bank (19.4). | [18] |
| Sep 16, 2026 | Insights scale: 4 million daily sign-ins, 500 insights a year per customer | The Financial Brand reports that Truist sees over four million client sign-ins a day and that the average customer gets over 500 Truist Insights a year; 'Connection Tiles' in branches uses similar AI analysis to prompt bankers with five next steps. | [13] |
| 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. | [9] |
| Sep 3, 2026 | 2 billion proactive insights | Truist Insights milestone since 2023. | [8] |
| Jul 17, 2026 | Q2 2026: digital metrics that carry the AI story | Rogers says digital active clients earn more and cost less to serve; active mobile users reach 5.4 million (up 4%), about 85% of logins are on mobile and digital transactions are 71% of the total. Truist Insights produced 167 million insights and more than 31 million client interactions in the quarter. | [11][7][19] |
| Jul 17, 2026 | Q2 2026: CFO calls AI an 'increasingly important contributor' | Truist Assist handled nearly 2 million requests in the quarter, up 60% year on year, and Truist Insights generated 167 million insights. | [11][7] |
| 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. | [20][6] |
| Jan 21, 2026 | Q4 2025 call: 'Ask Truist Assist' drives a 97% rise in chat engagement | CEO Bill Rogers says the universal-search capability in the AI-powered Truist Assist mobile experience lifted digital chat engagement 97% in 2025, and lists AI among the year's tech investments. | [5] |
| Oct 27, 2025 | Head of digital: about 1 billion AI insights delivered | Sherry Graziano tells Money20/20 the bank is doubling down on AI, data and analytics for personalisation; insights range from savings nudges to overdraft warnings. | [21] |
| Oct 17, 2025 | 3Q25: Truist Assist resolves 81% of inquiries | The earnings deck reports 1.3 million chatbot conversations in the quarter, with 81% of client inquiries resolved through the chatbot. | [2] |
| Aug 20, 2025 | Multi-year investment includes Client Pulse | A patent-pending AI tool aggregating client feedback across millions of conversations. | [17][10] |
| May 15, 2025 | Client Pulse detailed: 30 million conversations, built in-house | Graziano and Mazzaferro sponsored a core team of 10, backed by more than 80 staff, that moved Client Pulse from idea to execution in 12 to 18 months. Building it in-house avoided up to $10 million of cost, and a 10% drop in complaints could save about $35 million. | [15] |
When did Truist launch Truist Assist?
Truist launched Truist Assist on September 15, 2022, in its mobile banking app and online banking platform for personal banking (retail and wealth) clients. It was available 24/7 on iOS, Android and online and supported more than 100 common support inquiries and digital banking questions at launch.
How many conversations does Truist Assist handle?
Nearly 5.5 million client conversations in 2025, with more than 80% resolved in the chatbot, per the 2025 annual report. More than 12.5 million requests from 2023 to March 2026, over 9 million handled end-to-end by AI, and nearly 2 million in the second quarter of 2026 alone, up 60% year on year.
What is Ask Truist Assist?
A universal-search capability that lets clients search from any screen in Truist's digital banking using the AI-powered assistant. The annual report says it drove a 50% increase in chat volume in 2025; CEO Bill Rogers said on the January 2026 call that it lifted digital chat engagement 97%.
What is the difference between Truist Assist and Truist Insights?
Truist Assist answers client questions on request and hands off to a teammate when needed. Truist Insights is proactive: launched in 2023 and powered by Personetics, it pushes personalised insights such as balance warnings and cash-flow summaries, and passed 2 billion insights delivered in September 2026.
Does Truist use generative AI with clients?
Truist's disclosed generative-AI deployment is internal: AI Call Summaries, which turn care-centre calls into notes and saved more than 36,000 teammate hours in the second quarter of 2026. Truist has not said whether Truist Assist itself generates answers with a large language model.
- Truist launches Truist Assist
- Exhibit 99.3: Third quarter 2025 earnings presentation (Form 8-K)
- Truist streamlines digital account opening with direct deposit switching
- Truist 2025 Annual Report
- Truist (TFC) Q4 2025 Earnings Call Transcript
- Exhibit 99.3: First quarter 2026 earnings presentation (Form 8-K)
- Exhibit 99.3: Second quarter 2026 earnings presentation (Form 8-K)
- Truist delivers 2 billion AI-powered proactive insights
- Truist advances AI to create more meaningful client interactions
- Truist aims to build 100 new branches in a mass-affluent grab
- Truist Financial Corporation (TFC) Q2 FY2026 earnings call transcript
- Truist's Performance Marketing Journey: From Merger Challenges to Million-Dollar Results
- How Truist Delivers Proactive Insights to Its App and Online Users
- Truist Premier deepens commitment to advice-led banking for mass affluent clients
- How Truist is building a real-time view of all customer feedback
- Annual Report on Form 10-K for the fiscal year ended December 31, 2025
- Truist announces significant multi-year investment in high-growth markets
- People use AI to gauge banks' reputations, and its verdicts are harsh
- Truist Bets on Digital Engagement to Deepen Banking Ties
- Truist (TFC) Q1 2026 Earnings Call Transcript
- Dive Newsdesk: Truist enlists AI in prioritizing personalization
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