Truist

Truist needed to create a more personalized digital banking experience for its large customer base at scale. The bank sought to surface timely, relevant financial guidance to mobile and online banking users — such as savings progress and overdraft risk — without requiring one-on-one advisor interaction.

Truist deployed an AI tool that analyzes customer financial behavior and generates personalized insights delivered directly within the mobile and online banking experience. The system produces alerts and nudges that guide customers on savings journeys or warn them when they are approaching overdraft situations.

The AI tool has delivered approximately 1 billion insights to Truist's mobile and online banking clients. The personalization initiative is a core pillar of the bank's digital strategy, complemented by an active fintech partnership program to continuously expand capabilities.

• AI-driven personalization at scale can generate billions of individualized customer touchpoints, replacing manual outreach at a fraction of the cost.
• Proactive nudges around savings goals and overdraft risk represent high-value, low-friction use cases for retail banking AI.
• Large banks are using conferences like Money20/20 to actively scout new fintech partners to accelerate their personalization roadmaps.