Truist deploys AI Call Summaries to 4K employees

Truist has rolled out its AI Call Summaries tool to all call center employees. The $549 billion, Charlotte, N.C.-based bank has roughly 4,000 call center employees in its Truist Care Centers network, a Truist spokesperson told FinAi News . The bank first started implementing AI Call Summaries, a gen AI tool that summarizes client conversations in seconds, in the third quarter of 2025 and announced full deployment to all call center employees Sept. 9. It is saving bank employees time in manual documentation and review, the spokesperson said. The tool handles note-taking and post-call documentation, reducing the need for clients to repeat information and improving the overall customer experience, the spokesperson said. In the second quarter, AI Call Summaries generated more than 4.5 million summaries and saved employees more than 36,000 hours, according to a Truist Sept. 9 release. That’s up from 3.4 million call summaries in Q1 , according to the bank’s April 17 earnings call. The generative AI capabilities of AI Call Summaries were built with external technology partners, but Truist led the design, implementation, governance and integration of the it, the spokesperson said. The partners were not disclosed. “The tool’s value extends beyond care center interactions, helping teams document client conversations, review calls for quality purposes, investigate fraud-related matters and research client concerns more efficiently,” Kimberly Dorsett , head of Truist Care Centers, told FinAi News . With gen AI, calls can be summarized within eight seconds in a two- to three-sentence recap, Donta Wilson , chief consumer and small business banking officer, previously told FinAi News . AI in call center FIs big and small are looking to AI for call center summarization. Medford, Wis.-based Prevail Bank , for one, selected Jack Henry as its core banking provider on Aug. 20 and is using its AI-generated summarization tool for online and mobile banking chats, Chief Operating Officer Phil Suckow previously told FinAi News . Additionally, Chime Financial tapped Amazon ’s Bedrock for call center efficiencies, resulting in more than 250,000 hours saved annually on call summaries, according to Amazon Web Services . And Bank of America ’s human-assisted AI agent EricaAssist is in the hands of its 18,000 call center employe s, according to the bank. “The best way to take advantage of newer gen AI capabilities is with our client-facing associates who are servicing customers,” Tom Ellis , chief information officer and head of consumer technology at Bank of America, previously told FinAi News . FinAi Lending Summit, set for Oct. 7-8 in Las Vegas, will include speakers from Fifth Third and Capital One as well as a fireside chat with U.S. Bank Senior Vice President – Lending Operations Group Manager Suzanne Rathbun . To learn more about the 2026 event and register, visit here .

Truist deploys AI Call Summaries to 4K employees

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Truist deploys AI Call Summaries to 4K employees

AI tool saved team 36K hours in Q2

Fed rate hike could be bad news for AI infrastructure buildout

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