Virtual assistant

Truist launches an AI-enhanced virtual assistant

Truist Financial Corporation (NYSE: TFC), today announced the launch of Truist Assist in its mobile banking app and online banking platform for personal banking customers (personal and wealth).

This AI-enhanced virtual assistant is the bank’s latest example of its T3, or technology-plus-touch-equals-trust, strategy that combines innovative technology with a personalized human touch to increase customer satisfaction and trust .

The digital assistant leverages natural language processing (NLP) and natural language understanding (NLU) to answer customer questions and provide financial information across digital channels. This self-service channel integrates Truist contact centers as part of the experience, providing customers with a seamless transition from their virtual assistant to a Truist teammate when their request warrants a deeper level of support.

“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 Sherry Graziano, Head of Digital Banking and contact centers for Truist. “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 is available 24/7 via iOS, Android and online for Truist Personal Banking customers (retail and wealth management). It meets customer needs by providing detailed information to help customers make financial decisions and simplify their lives. Truist Assist currently supports over 100 common support requests and digital banking questions ranging from topics such as managing alerts to viewing account details.

“Many of our teammates across the company came together as one team to launch Truist Assist,” said Chad Elley, head of Client Enablement. “Experts from our lines of business, design and technology teams worked side by side to deliver an innovative care-based solution unlike any other AI assistant on the market.”

Through the Truist Agile process — an engaging product, engineering, and experience design methodology — as well as customer co-creation, Truist plans to expand the tool’s range of personalized financial insights and provide continuous improvements. This iterative approach to product development is a key facet of Truist’s culture of innovation, which prioritizes agile ways of working and cross-functional partnerships. Truist’s Innovation and Technology Center (ITC), which opened earlier this year, continues to power the financial services company’s innovation ecosystems to deliver digital services and experiences like Truist Assist to meet changing customer needs.