Citizens Financial rolled out new AI tools across consumer, commercial and corporate banking segments in the second quarter, and its IT team continued to benefit from AI.  

The $227 billion bank deployed its first enterprise–wide AI agent in Q2 to support employees, with an initial focus on human resources, according to its earnings presentation today.  

Other AI highlights in Q2 for the bank include:

• Deploying in credit card contact centers to resolve client queries more efficiently;
• Launching a case classification tool in its commercial segment for faster routing and improved analysis when receiving client queries;
• Piloting a tool to automate the logging of complaints and improve root-cause analysis in its consumer segment; and
• Piloting a solution for client prospecting, deal research and pitch creation in commercial banking.  

Citizens also expects a tenfold increase in engineering productivity in 2026 with new software tools, according to the presentation.  

AI, specifically, is boosting productivity by more than 30% for some engineers, Michael Ruttledge, chief information officer and head of enterprise technology and security, told FinAi News last month.  

Citizens is pleased with the progression of its “Reimagine the Bank” program as early AI deployments creates a “real impact on how we operate and how we serve customers,” Chief Executive Bruce Van Saun said during today’s earnings call.  

The program, which launched in July 2025, includes AI initiatives for fraud detection, compliance, software development, underwriting and customer service, with most tools being deployed via third-party vendors, according to previous FinAi News reporting.  

BY THE NUMBERS: The Providence, R.I.-based bank reported in Q2:

• Revenue increased 12.1% year over year to $2.3 billion;
• Software and equipment expenses rose 1% YoY to $195 million;
• Efficiency ratio was 61.1%, an improvement from 62.2% a year prior; and
• Net income surged 34.6% YoY to $587 million. 

Shares of Citizens Financial Group [NYSE: CFG] were up 4.6% from market open to $74.40 as of market close today. It has a market capitalization of $31.5 billion.  

Register here for the FinAi Lending Summit, set for Oct. 7-8 in Las Vegas.