Truist’s AI-driven personal assistant, Truist Assist, is increasingly used by its clients, with 1.3 million conversations facilitated by the bot in the third quarter. 

Truist Assist, launched in September 2022, uses natural language processing and natural language understanding to answer client questions, Sherry Graziano, head of digital banking at Truist, previously told FinAi News. 

In Q3, 81% of client inquiries were successfully resolved through Truist Assist, improving overall AI-driven self-service functions, according to the bank’s earnings presentation today.  

“We continue to accelerate our performance with enhancements, increased production and accelerated client management positioning us to scale efficiently and meet evolving client expectations as seen with the success of our AI-enabled chat function Truist Assist,” Chief Executive Bill Rogers said during today’s earnings call.  

5-year plan

During the quarter, the bank announced its five-year plan consisting of technology investments and new branches, including 100 new insight-driven branches and renovations to more than 300 branches, Rogers said. 

“These new branches are designed for smarter client engagement with advanced AI-driven technology and dedicated premier adviser spaces all aimed at helping clients achieve financial success and further strengthening our presence in these dynamic communities,” Rogers said. 

The plan also includes new hires. Among the appointees are:

• Diane Rogerson, chief information risk officer; 
• Jenna Kelly, head of the consumer and retail practice group; and 

• Elaine Kim, head of commercial banking sales. 

Efficiency, revenue

In Q3, the bank reported: 

• An efficiency ratio of 58.1%, a sequential improvement from 59.9%; and 

• Revenue of $5.2 billion, up 2% year over year. 

Truist [NYSE: TFC] stock was up 3% to $42.50 at 9:29 p.m. ET. Truist has a market capitalization of $54.7 billion. 

Register here for early-bird pricing for the inaugural FinAi Banking Summit 2026, taking place March 2-3 in Denver. View the full event agenda here.