Fifth Third has launched an AI-powered mobile app interface to simplify banking tasks and create more intuitive customer experiences.
Fifth Third, a US-based financial services provider, has launched an AI-powered interface within its mobile banking app to help customers complete everyday banking tasks more quickly and intuitively.
The new capability allows customers to type requests in natural language, such as replacing a card, transferring funds, or locating an ATM, and be directed to the most relevant action, whether through a mobile screen, an AI chatbot, or a live support representative.
The launch forms part of the bank’s broader strategy to create more personalised and seamless digital banking experiences through artificial intelligence.
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Simplifying the Digital Banking Journey
“AI is a powerful tool, but in banking it has to be applied with discipline because customers rightly expect speed, accuracy and reliability every time. This is the first step toward changing the interface of banking itself — from static screens and taps to customers using their own words, supported by dynamic visual experiences, to get things done,” said Ben Hoffman, Chief Strategy Officer and Head of Consumer Products, Fifth Third.
Powered by advanced language understanding models trained on hundreds of millions of customer interactions, the experience is designed to improve over time, helping customers access app features more efficiently.
Building the Foundation for Agentic Banking
The new interface integrates with Jeanie, Fifth Third’s AI-powered chatbot, which has been developed using insights from millions of customer interactions and currently recognises customer intent 90% of the time.
The bank plans to use customer engagement insights to further develop AI-powered capabilities across account opening, customer service, fraud management, dispute resolution, and financial advice.
By making digital banking more intuitive and conversational, Fifth Third is seeking to reduce customer effort while laying the groundwork for future agentic banking experiences that can proactively support customer needs.
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