New artificial intelligence (AI)-enhanced
digital virtual assistant
provides immediate help for clients' most common questions
CHARLOTTE, N.C.,
Sept. 15,
2022 /PRNewswire/ -- Truist Financial
Corporation (NYSE: TFC), today announced the launch of Truist
Assist in its mobile banking app and online banking platform for
personal banking (retail and wealth) clients. This AI-enhanced
virtual assistant is the bank's latest example of its T3, or
technology-plus-touch-equals-trust strategy, which combines
innovative technology with personalized human touch to heighten
client satisfaction and trust.
The digital assistant leverages natural-language processing
(NLP) and natural-language understanding (NLU) to help answer
clients' questions and provide financial information in digital
channels. This self-service channel embeds Truist contact centers
as part of the experience, providing clients with a frictionless
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 milestone on our journey
to co-create a client experience that is digital first, with the
option of human touch," said Sherry
Graziano, head of Digital and Contact Center Banking for
Truist. "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 is available to Truist personal banking (retail
and wealth) clients 24 x 7 via iOS, Android, and online. It
responds to clients' needs by providing detailed information to
help empower clients to make financial decisions and simplify their
lives. Truist Assist currently supports more than 100 common
support inquiries and digital banking questions ranging from topics
like managing alerts to viewing account details.
"So 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 solution grounded in care that is
unlike any other AI-assistant on the market."
Through the Truist Agile process – a methodology of engaging
product, engineering and experience design – plus client
co-creation, Truist plans to expand the tool's range of
personalized financial insights and deliver continual enhancements.
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 fuel the financial services company's innovation ecosystems to
deliver digital services and experiences like Truist Assist to meet
clients' evolving needs.
About Truist
Truist Financial Corporation is a
purpose-driven financial services company committed to inspiring
and building better lives and communities. Truist has leading
market share in many high-growth markets in the country, and offers
a wide range of services including retail, small business and
commercial banking; asset management; capital markets; commercial
real estate; corporate and institutional banking; insurance;
mortgage; payments; specialized lending; and wealth management.
Headquartered in Charlotte, North
Carolina, Truist is a top 10 U.S. commercial bank with total
assets of $545 billion as of
June 30, 2022. Truist Bank, Member
FDIC. Learn more at Truist.com.
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SOURCE Truist Financial Corporation