Truist Deploys AI Call Summaries Across Care Centers

September 09, 2026
Truist has deployed a generative AI system that creates structured summaries of client calls across its care centers.

Truist Financial Corporation said in a press release it completed deployment of AI Call Summaries across its care centers. The generative AI system converts client conversations into structured summaries within seconds.

The system produced more than 4.5 million summaries during the second quarter of 2026 and supported over 70% of inbound care center interactions. Truist estimates that it saved employees more than 36,000 hours during the quarter, based on average savings of about 30 seconds per call.

Truist began implementing the system in the third quarter of 2025. Employees can also use the summaries to review previous interactions and prepare for follow up conversations, and the bank plans to extend the capability to other areas.

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