United StatesFinance and insurance2022 – ongoingTruist Financial Corporation
Truist Assist conversational banking assistant
Truist Assist hosted more than 2 million conversations after its 2022 launch
Problem
Banking customers needed help with routine account questions and card requests through digital channels. More complex requests still required bank staff.
Approach
Truist launched its assistant in mobile and online banking in September 2022. It used natural-language processing and understanding to interpret requests. Its 2023 responsibility report described support for more than 160 common inquiries, with transfer to staff when needed.
Results
Takeaway
The conversation count showed use of the service. Truist did not report how many conversations were resolved without staff assistance.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Truist reported more than 2 million assistant conversations since introduction and support for more than 160 common inquiries. It described automated account assistance with access to staff for deeper support.
Truist announced the assistant's launch in its mobile app and online banking. It described natural-language processing and understanding, with contact-center staff available through the same service.
Full details are in the original sources.