“The new capability helps customers navigate Fifth Third’s mobile app more intuitively. Rather than scrolling through menus, customers can simply type what they need—such as ‘replace card,’ ‘find ATM,’ ‘transfer funds,’ or ‘closest branch’—and be guided directly to the most relevant experience, whether that is a simple mobile screen for task completion, an AI-powered chatbot,…
Tag: virtual assistant
Garanti BBVA’s smart assistant Ugi turns 10: AI transforming banking
“Garanti BBVA’s AI journey, launched in 2016, has evolved into Ugi, which today handles more than 6.4 million monthly interactions on average, has 1.6 million active users, and supports more than 300 end-to-end banking transactions. With the integration of generative AI, Ugi can now understand 90% of user requests. Over the past year, nearly 50%…
AI in Banking: An Advanced Overview
“The Future of AI in Banking in 2026 and Beyond Looking ahead, Silva sees banking AI investment shifting from cost savings to innovation. “Almost 75% of the spend is around automating business processes or automating task processes,” he says. By 2028, he expects more than half of AI budgets to fund new products and services…
Customers Hate Your AI Chatbot. Small Businesses Should Listen
“AI chatbots have become a current concern for backlash on how customers evaluate businesses currently. According to a survey conducted by SurveyMonkey, 79% of customers stated they would prefer interacting with a human versus a chatbot. The fact that 79% of customers stated they would prefer a human indicates that this trend raises questions about how…
Bank of America goes all in on controversial tech
“Bank of America is leading the way on AI use at banks. The bank revealed in 2025 that more than 90% of its employees use AI, American Banker reported. It has a $13.5 billion technology budget, which includes at least $4 bilion for new initiatives like AI, according to Fortune. The bank even has a client-facing AI…