Financial Services Firm Truist Deploys AI-Enhanced Virtual Assistant

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

Called Truist Assist, the new virtual assistant provides immediate answers to 100 common support inquiries and digital banking questions and detailed information. It is available 24/7 via iOS, Android and online, according to a Thursday (Sept. 15) press release.

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

Truist Assist incorporates natural-language processing (NLP) and natural-language understanding (NLU) to help answer questions about topics such as managing alerts and viewing account details, the release stated.

When a client’s inquiry requires a deeper level of support, Truist’s self-service channel transitions from the virtual assistant to the company’s contact center team, per the release.

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

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

Read more: Truist on Maintaining Accessibility Across All Banking Channels

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