{"slug":"customer-service","title":"AI for customer service","intro":"Banks that say they use or plan AI for customer service, including chatbots and virtual assistants.","keywords":["customer service","chatbot","chat bot","virtual assistant","assistant","call centre","call center"],"year":2025,"numbers":{"n":16,"total":270,"pct":0.0593},"trend":[{"year":2022,"n":2,"total":298,"pct":0.0067},{"year":2023,"n":7,"total":297,"pct":0.0236},{"year":2024,"n":9,"total":284,"pct":0.0317},{"year":2025,"n":16,"total":270,"pct":0.0593}],"banks":[{"slug":"first-financial-corp-in","name":"First Financial Corp","state":"IN","size_group":"$1B to $50B","max_detail":3,"quote":{"passage_id":"0000714562-26-000014-f997aa999336","quote":"The Corporation implemented a form of AI with its intelligent digital assistant, Gabby, available through the Bank’s website.","link":"https://www.sec.gov/Archives/edgar/data/714562/000071456226000014/thff-20251231x10k.htm#:~:text=The%20Corporation%20implemented%20a%20form%20of%20AI%20with,financial%20condition%2C%20and%20results%20of%20operations.","mention_words":"Sees AI as a risk","detail_words":"Concrete example"}},{"slug":"princeton-bancorp-inc","name":"Princeton Bancorp, Inc.","state":"PA","size_group":"$1B to $50B","max_detail":3,"quote":{"passage_id":"0001193125-26-106151-7c4bb0cd2667","quote":"These include Sophos for advanced cybersecurity threat detection and response, Verafin for fraud detection and AML compliance, the Glia Chatbot for enhancing customer service interactions, and CATO Networks for AI-driven network security and optimization.","link":"https://www.sec.gov/Archives/edgar/data/1913971/000119312526106151/bprn-20251231.htm#:~:text=The%20Bank%20does%20not%20utilize%20AI%20for%20decision%2Dmaking,the%20Company%E2%80%99s%20business%20or%20financial%20results.","mention_words":"Using AI now","detail_words":"Concrete example"}},{"slug":"american-express-co","name":"American Express Co","state":"NY","size_group":"$50B and above","max_detail":2,"quote":{"passage_id":"0000004962-26-000080-bb26131d5f5e","quote":"We also continue to explore ways to deploy new and developing technologies to enhance our payments platform and customer experience, such as uses for generative artificial intelligence (AI) and the integration of our products and services in agentic commerce.","link":"https://www.sec.gov/Archives/edgar/data/4962/000000496226000080/axp-20251231.htm#:~:text=Our%20integrated%20payments%20platform%20and%20the%20systems%20and,products%20and%20services%20in%20agentic%20commerce.","mention_words":"Testing or planning AI","detail_words":"Names an area"}},{"slug":"c-and-f-financial-corp","name":"C & F Financial Corp","state":"VA","size_group":"$1B to $50B","max_detail":2,"quote":{"passage_id":"0000913341-26-000010-0cd379f85f14","quote":"We are evaluating potential use cases across all subsidiaries and departments for the prudent adoption of Artificial Intelligence (AI) including robotic process automation, generative and agentic AI, and machine learning tools.","link":"https://www.sec.gov/Archives/edgar/data/913341/000091334126000010/cffi-20251231x10k.htm#:~:text=%E2%97%8F%20Efficiency%20and%20technology%3A%20We%20are%20evaluating%20potential,onboarding%20to%20faster%2C%20more%20transparent%20workflows.","mention_words":"Testing or planning AI","detail_words":"Names an area"}},{"slug":"connectone-bancorp-inc","name":"ConnectOne Bancorp, Inc.","state":"NJ","size_group":"$1B to $50B","max_detail":2,"quote":{"passage_id":"0001437749-26-005320-2c51df62b3b6","quote":"We have begun and intend to continue to selectively incorporate AI technology in certain business processes, fraud detections, services or products, including technologies that process sensitive financial and/or personal data.","link":"https://www.sec.gov/Archives/edgar/data/712771/000143774926005320/cnob20251231c_10k.htm#:~:text=We%20have%20begun%20and%20intend%20to%20continue%20to,their%20business%20processes%2C%20services%20or%20products.","mention_words":"Using AI now","detail_words":"Names an area"}},{"slug":"fnb-corp-pa","name":"F.N.B. Corporation","state":"PA","size_group":"$50B and above","max_detail":2,"quote":{"passage_id":"0000037808-26-000007-c9c8b8495541","quote":"continually make technological investments to remain competitive in the financial services industry, including the use of AI.","link":"https://www.sec.gov/Archives/edgar/data/37808/000003780826000007/fnb-20251231.htm#:~:text=The%20ability%20to%20deploy%20and%20use%20technology%20effectively,efficiently%20grow%20and%20expand%20customer%20relationships.","mention_words":"Using AI now","detail_words":"Names an area"}},{"slug":"juniata-valley-financial-corp","name":"Juniata Valley Financial Corp","state":"PA","size_group":"Under $1B","max_detail":2,"quote":{"passage_id":"0001104659-26-034395-adf03972dffa","quote":"Although the Company does not currently make significant use of artificial intelligence (“AI”), machine learning, or similar advanced data analytics technologies in its operations, the financial services industry is increasingly incorporating AI-enabled tools in areas such as credit underwriting,","link":"https://www.sec.gov/Archives/edgar/data/714712/000110465926034395/juvf-20251231x10k.htm#:~:text=Although%20the%20Company%20does%20not%20currently%20make%20significant,developed%20systems%20or%20third%2Dparty%20service%20providers.","mention_words":"Sees AI as a risk","detail_words":"Names an area"}},{"slug":"lakeland-financial-corp","name":"Lakeland Financial Corp","state":"IN","size_group":"$1B to $50B","max_detail":2,"quote":{"passage_id":"0000721994-26-000018-ad16f18aa9c7","quote":"Data processing fees and supplies expense increased $1.4 million, or 9.1%, from continued investment in customer-facing and operational technology solutions, including artificial intelligence.","link":"https://www.sec.gov/Archives/edgar/data/721994/000072199426000018/lkfn-20251231.htm#:~:text=Noninterest%20expense%20increased%20by%20%246.5%20million%2C%20or%205.2%25%2C,December%2031%2C%202025%20and%202024%2C%20respectively.","mention_words":"Testing or planning AI","detail_words":"Names an area"}},{"slug":"meridian-corp","name":"Meridian Corp","state":"PA","size_group":"$1B to $50B","max_detail":2,"quote":{"passage_id":"0001750735-26-000009-8f9f17a308f8","quote":"Our business increasingly relies on AI to improve our services and our customer’s experience. The regulatory framework around the development and use of these emerging technologies is rapidly evolving","link":"https://www.sec.gov/Archives/edgar/data/1750735/000175073526000009/mrbk-20251231.htm#:~:text=Our%20business%20increasingly%20relies%20on%20AI%20to%20improve,requirements%20may%20have%20on%20our%20business.","mention_words":"Sees AI as a risk","detail_words":"Names an area"}},{"slug":"metropolitan-bank-holding-corp","name":"Metropolitan Bank Holding Corp.","state":"NY","size_group":"$1B to $50B","max_detail":2,"quote":{"passage_id":"0001104659-26-018208-cd271d020958","quote":"the Company may decide to undertake initiatives that are intended to improve, among other things, the scalability of our information systems, increase the Company’s data mining abilities, improve payment processing capabilities and enhance our customers’ experience, including through the","link":"https://www.sec.gov/Archives/edgar/data/1476034/000110465926018208/mcb-20251231x10k.htm#:~:text=Due%20to%20the%20Company%E2%80%99s%20dependence%20on%20information%20technology,financial%20condition%2C%20or%20results%20of%20operations.","mention_words":"Testing or planning AI","detail_words":"Names an area"}},{"slug":"ofg-bancorp","name":"OFG Bancorp","state":"PR","size_group":"$1B to $50B","max_detail":2,"quote":{"passage_id":"0001030469-26-000008-ca80bfb616b8","quote":"We have adopted AI technologies for certain aspects of our operations, mainly customer service channels and data analytics, and may further incorporate AI capabilities in the future.","link":"https://www.sec.gov/Archives/edgar/data/1030469/000103046926000008/ofg-20251231.htm#:~:text=We%20have%20adopted%20AI%20technologies%20for%20certain%20aspects,that%20affect%20our%20operations%20or%20services.","mention_words":"Using AI now","detail_words":"Names an area"}},{"slug":"santander-holdings-usa-inc","name":"Santander Holdings USA, Inc.","state":"MA","size_group":"$50B and above","max_detail":2,"quote":{"passage_id":"0000811830-26-000005-dbd647c45c24","quote":"We utilize, and continue to explore additional uses of, AI in connection with our business, products and services, including AI designed to improve the customer experience and reduce operational risk.","link":"https://www.sec.gov/Archives/edgar/data/811830/000081183026000005/sov-20251231.htm#:~:text=We%20utilize%2C%20and%20continue%20to%20explore%20additional%20uses,customer%20experience%20and%20reduce%20operational%20risk.","mention_words":"Using AI now","detail_words":"Names an area"}},{"slug":"southstate-bank-corp","name":"SouthState Bank Corp","state":"FL","size_group":"$50B and above","max_detail":2,"quote":{"passage_id":"0001104659-26-017884-f8d8923ab9ff","quote":"We have adopted a formal AI Strategy and are making focused investments in AI tools and automation and other technology solutions to improve both our customer facing and back-office services for internal efficiencies","link":"https://www.sec.gov/Archives/edgar/data/764038/000110465926017884/ssb-20251231x10k.htm#:~:text=In%20addition%20to%20serving%20clients%20better%2C%20investments%20in%2C,attract%20new%20customers%20in%20the%20future.","mention_words":"Testing or planning AI","detail_words":"Names an area"}},{"slug":"united-bancorp-inc-oh","name":"United Bancorp Inc","state":"OH","size_group":"Under $1B","max_detail":2,"quote":{"passage_id":"0001104659-26-030899-118b1bff2ce4","quote":"we also began implementing an artificial intelligence (AI) solution designed to better serve customers by answering inquiries more effectively, guiding customers to the best financial solutions, and supporting more modern, customer-centric delivery","link":"https://www.sec.gov/Archives/edgar/data/731653/000110465926030899/ubcp-20251231xex13.htm#:~:text=%C2%B7%20Technology%2C%20Digital%20Transformation%2C%20and%20Omni%2DChannel%20Delivery%3A%20We,and%20supporting%20more%20modern%2C%20customer%2Dcentric%20delivery.","mention_words":"Testing or planning AI","detail_words":"Names an area"}},{"slug":"valley-national-bancorp","name":"Valley National Bancorp","state":"NY","size_group":"$50B and above","max_detail":2,"quote":{"passage_id":"0000714310-26-000017-f2ae3a8ecf03","quote":"to the extent that we may use AI for customer service communications, if such AI-enabled interactions do not operate as intended, including with respect to human escalation, or are negatively perceived by customers, then customer satisfaction and retention could be impacted","link":"https://www.sec.gov/Archives/edgar/data/714310/000071431026000017/vly-20251231.htm#:~:text=There%20are%20significant%20risks%20involved%20in%20utilizing%20AI%2C,laws%20and%20regulations%20could%20also%20increase.","mention_words":"Sees AI as a risk","detail_words":"Names an area"}},{"slug":"wells-fargo-and-company-mn","name":"Wells Fargo & Company","state":"CA","size_group":"$50B and above","max_detail":2,"quote":{"passage_id":"0000072971-26-000133-2120daf48765","quote":"We also use AI to help improve efficiency and further inform or automate certain business decisions, operations, and risk management practices, as well as to enhance our models and data management activities, and to improve our customer service.","link":"https://www.sec.gov/Archives/edgar/data/72971/000007297126000133/wfc-20251231.htm#:~:text=We%20also%20use%20AI%20to%20help%20improve%20efficiency,on%20our%20business%20or%20financial%20results.","mention_words":"Sees AI as a risk","detail_words":"Names an area"}}]}