The Strategy Behind Truist’s New AI-Powered Digital Assistant

“Launching a digital assistant enabled by artificial intelligence is noteworthy by itself. More significant: ‘Truist Assist,’ built from a clean slate in a year’s time, and tightly integrated with the bank’s contact center, signals the giant merger of equals that created Truist Financial is (finally) starting to click.
Some digital assistants in banking have ‘personas,’ the best known of which is Bank of America’s ‘Erica.’ Capital One has ‘Eno’ and RBC has ‘Nomi.’ Based on customer feedback, Truist opted to go with the more functional ‘Truist Assist,’ following the example of Ally Assist, Smart Assistant (U.S. Bank), and Chase Digital Assistant.”