Virtual assistant

Truist deploys an AI-enhanced virtual assistant

Aiming to combine innovative technology and human touch, the financial services company Financial truist added an artificial intelligence (AI)-enhanced virtual assistant to its mobile banking app and online banking platform for personal banking customers.

Called Truist Support, the new virtual assistant provides immediate answers to 100 common digital banking and support requests, along with detailed information. It’s available 24/7 via iOS, Android, and online, according to a Thursday (September 15) Press release.

“The launch of Truist Assist is another important step in our journey to co-create a customer experience that is digital first, with the option of a human touch,” said Truist Head of Digital and Contact Center Banking. Sherry Graziano said in the press release. “Guided by our purpose to inspire and build better lives and communities, we continue to deliver a care-driven digital banking platform to foster seamless connections between customers’ financial and personal lives. »

Truist Assist integrates natural language processing (NLP) and natural language understanding (NLU) to help answer questions on topics such as managing alerts and viewing account details, the statement said.

When a customer’s request requires a deeper level of support, Truist’s self-service channel transitions from virtual assistant to enterprise contact center team, as per release.

Truist plans to continually improve the virtual assistant and expand the range of services it can provide, according to the release.

Often the best advice financial institutions (FIs) can receive comes from listening to customers, Truist Director of Inclusive Design Miranda Capra said PYMNTS in an interview in February.

Read more: Truist on maintaining accessibility across all banking channels

“We make sure our products are relevant by listening to our customers – understanding how they manage their finances and using their bank accounts, their pain points, their unmet needs – and using their feedback to find ways to improve or streamline our product offerings and improve our customer experience,” Capra said.

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