US-based Truist Financial has launched an artificial intelligence (AI) powered virtual assistant called Truist Assist in its mobile banking app and online banking platform for personal banking clients.
The virtual assistant can be used round-the-clock through Android, iOS, and online by both retail and wealth clients of the American financial services provider.
Truist Assist makes use of natural language processing (NLP) as well as natural language understanding (NLU) to help answer the questions of clients and give financial information in digital channels.
Truist Financial digital and contact centre banking head Sherry Graziano said: “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.
“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 embeds Truist contact centres and is said to provide clients with a seamless transition from their virtual assistant to a human customer care representative when their request calls for a deeper level of support, stated the company.
According to Truist Financial, the new self-service channel responds to the requirements of customers by offering thorough information that enables them to make financial decisions.
Currently, Truist Assist is said to support over 100 common support questions and queries related to online banking, spanning from managing alerts to viewing details of account.
Truist Financial client enablement head Chad Elley said: “So many of our teammates across the company came together as one team to launch Truist Assist.
“Experts from our lines of business, design and technology teams worked side by side to deliver an innovative solution grounded in care that is unlike any other AI-assistant on the market.”
