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AI for customer service

16 of 270 banks (6%) in their 2025 annual reports. Banks that say they use or plan AI for customer service, including chatbots and virtual assistants.

The banks

• First Financial Corp
  IN · Mid-size bank ($1B to $50B)

  The Corporation implemented a form of AI with its intelligent digital assistant, Gabby, available through the Bank’s website.

  Sees AI as a riskRead it in the report
• Princeton Bancorp, Inc.
  PA · Mid-size bank ($1B to $50B)

  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.

  Using AI nowRead it in the report
• American Express Co
  NY · Large bank ($50B and above)

  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.

  Testing or planning AIRead it in the report
• C & F Financial Corp
  VA · Mid-size bank ($1B to $50B)

  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.

  Testing or planning AIRead it in the report
• ConnectOne Bancorp, Inc.
  NJ · Mid-size bank ($1B to $50B)

  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.

  Using AI nowRead it in the report
• F.N.B. Corporation
  PA · Large bank ($50B and above)

  continually make technological investments to remain competitive in the financial services industry, including the use of AI.

  Using AI nowRead it in the report
• Juniata Valley Financial Corp
  PA · Small bank (Under $1B)

  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,

  Sees AI as a riskRead it in the report
• Lakeland Financial Corp
  IN · Mid-size bank ($1B to $50B)

  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.

  Testing or planning AIRead it in the report
• Meridian Corp
  PA · Mid-size bank ($1B to $50B)

  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

  Sees AI as a riskRead it in the report
• Metropolitan Bank Holding Corp.
  NY · Mid-size bank ($1B to $50B)

  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

  Testing or planning AIRead it in the report
• OFG Bancorp
  PR · Mid-size bank ($1B to $50B)

  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.

  Using AI nowRead it in the report
• Santander Holdings USA, Inc.
  MA · Large bank ($50B and above)

  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.

  Using AI nowRead it in the report
• SouthState Bank Corp
  FL · Large bank ($50B and above)

  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

  Testing or planning AIRead it in the report
• United Bancorp Inc
  OH · Small bank (Under $1B)

  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

  Testing or planning AIRead it in the report
• Valley National Bancorp
  NY · Large bank ($50B and above)

  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

  Sees AI as a riskRead it in the report
• Wells Fargo & Company
  CA · Large bank ($50B and above)

  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.

  Sees AI as a riskRead it in the report