Charlotte, N.C. – September 13, 2026 -- Truist Financial Corp. (NYSE: TFC) has completed full deployment of its AI Call Summaries tool across care centers, generating more than 4.5 million automated call summaries in the second quarter of 2026 alone and now covering over 70% of inbound client interactions.
Generative AI converts client calls into structured summaries within seconds
The technology, live since the third quarter of 2025, automatically documents client conversations, removing manual note-taking from teammate workflows. Truist's average care center call runs more than eight minutes, and the tool is designed to capture key themes, client needs and resolution outcomes in real time.
Automation saved teammates more than 36,000 hours in a single quarter
Based on an average time savings of roughly 30 seconds per call, the bank calculated that AI Call Summaries freed up over 36,000 teammate hours in the second quarter of 2026. Truist Head of Digital, Client Experience, and Marketing Sherry Graziano said the capability lets the bank consolidate feedback and respond to clients more efficiently while remaining relationally focused.
Teammates gain faster access to prior interaction history for follow-ups
Truist Head of Truist Care Centers Kimberly Dorsett said the shift away from manual documentation allows staff to respond to clients with greater confidence, using AI-generated summaries to quickly reference earlier conversations.
Truist positions the tool as an early template for enterprise-wide AI rollout
The bank, which reported $549 billion in assets as of March 31, 2026, described AI Call Summaries as one of its earliest enterprise-scale generative AI applications approved for broad use. Truist plans to extend the capability into additional areas of the organization, citing goals of operational consistency and institutional knowledge capture.