Truist advances AI to create more meaningful client interactions

Truist expands an AI call documentation tool that now supports most care center phone interactions and meaningfully reduces post-call workload.

Rhea-AI Summary

Truist Financial (TFC) has fully deployed its generative AI Call Summaries across care centers to automatically convert client conversations into concise summaries within seconds.

The system has scaled since its 2025 rollout, generating more than 4.5 million summaries in the second quarter of 2026 and supporting over 70% of inbound client interactions. With average time savings of about 30 seconds per call, Truist reports that teammates saved more than 36,000 hours in the second quarter of 2026, while gaining faster access to prior interaction details and insights. The bank positions this as a foundational step in its broader strategy to embed AI responsibly into everyday workflows.

Positive

• 4.5 million AI call summaries generated in Q2 2026, covering over 70% of inbound care center interactions
• Average 30 seconds saved per call, totaling more than 36,000 hours of teammate time saved in Q2 2026
• AI Call Summaries approved as one of Truist’s earliest enterprise-scale generative AI applications for broad internal use

Negative

• None.

AI-generated analysis. How Rhea-AI works. Not financial advice.

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AI Call Summaries handle the note-taking so care center teammates can focus on clients, resolving needs faster and delivering more personalized service.

CHARLOTTE, N.C., Sept. 9, 2026 /PRNewswire/ -- Truist Financial Corp. (NYSE: TFC) today announced the full deployment of AI Call Summaries across its care centers, using generative AI to automatically convert client conversations into concise, structured summaries within seconds. By handling the note-taking and post-call documentation automatically, the technology frees care center teammates to stay fully present with clients, resolve needs faster and deliver more personalized, informed service on every call.

Since its implementation in the third quarter of 2025, the capability has scaled rapidly, generating more than 4.5 million summaries, in the second quarter of 2026 alone, and supporting more than 70% of care center inbound client interactions. The average Truist care center phone call lasts more than eight minutes, making the ability to quickly capture key themes, client needs and resolution outcomes particularly valuable. Based on average time savings of approximately 30 seconds per call, AI Call Summaries saved teammates more than 36,000 hours in the second quarter of 2026.

"At Truist, listening to clients is central to how we improve the experience across the client journey," said Truist Head of Digital, Client Experience, and Marketing Sherry Graziano. "By using AI-powered capabilities, we can consolidate feedback, organize insights and get answers to clients more efficiently. This is a great example of being digitally empowered yet deeply relational, equipping teammates with the tools they need to serve our clients with greater care."

Across Truist Care Centers, AI Call Summaries help teammates access key information from prior interactions and prepare for follow-up conversations. "Deploying generative AI-powered call summaries across our care centers is a meaningful step forward in how we support our teammates and serve our clients," said Truist Head of Truist Care Centers Kimberly Dorsett. "Instead of manually capturing conversation details, teammates can use AI-generated summaries to quickly understand and respond to clients with greater confidence."

AI Call Summaries represent a foundational step in Truist's broader strategy to embed AI into everyday workflows, improve the client experience and reimagine how work gets done across the organization. As one of Truist's earliest enterprise-scale generative AI applications approved for broad use, the capability reflects the bank's commitment to scaling AI responsibly. Truist plans to extend the capability to additional areas of the bank, demonstrating how targeted AI use cases can deliver immediate value while creating a foundation for greater operational consistency, institutional knowledge capture and better decision-making across the organization."

About Truist

Truist Financial Corporation is a purpose-driven financial services company committed to inspiring and building better lives and communities. Headquartered in Charlotte, North Carolina, Truist has leading market share in many of the high-growth markets in the U.S. and offers a wide range of products and services through wholesale and consumer businesses, including consumer and small business banking, commercial and corporate banking, investment banking and capital markets, wealth management, payments, and specialized lending businesses. Truist is a top 10 commercial bank with $549 billion as of March 31, 2026. Truist Bank, Member FDIC. Equal Housing Lender. Learn more at Truist.com.

 

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SOURCE Truist Financial Corporation

FAQ

How does Truist’s AI Call Summaries tool assist care center teammates during and after calls?

AI Call Summaries automatically converts client conversations into concise, structured summaries within seconds, handling note-taking and post-call documentation. Teammates can then use the AI-generated summaries to quickly understand key themes, client needs, and resolution outcomes, access information from prior interactions, and prepare for follow-up conversations with greater confidence.

When was AI Call Summaries introduced and how widely is it used now?

The AI Call Summaries capability was implemented in the third quarter of 2025 and has since scaled rapidly. In the second quarter of 2026 it generated more than 4.5 million summaries and supported more than 70% of inbound client interactions handled by Truist care centers.

How does AI Call Summaries fit into Truist’s broader AI strategy?

AI Call Summaries is described as a foundational step in Truist’s broader strategy to embed AI into everyday workflows, improve the client experience, and reimagine how work gets done across the organization. As one of the bank’s earliest enterprise-scale generative AI applications approved for broad use, it reflects a stated commitment to scaling AI responsibly and is planned to be extended to additional areas of the bank.