The AI-driven Truist Client Pulse tool is helping Truist boost its digital capabilities. 

The tool provides client feedback from more than 30 million interactions from disparate channels, Michael Springs, senior associate general counsel at Truist, told Bank Automation News. 

Currently in pilot, the solution “uses a hybrid of supervised and unsupervised machine learning models to detect emerging topics and measure sentiment dynamically, enabling near real-time insights,” Springs said.  

This automated feedback analysis is meant to enhance decision-making and improve client experience, he added.  

Patent-pending

The $544 billion bank has filed a number of patent applications for Truist Client Pulse, Spring said, adding to the bank’s ongoing patent effort.  

Truist has been granted 315 patents since 2022 and is on pace for 125 patent issuances in 2025, Spring said.  

Read more on Truist’s patent strategy here. 

5-year plan

The development of and innovation surrounding Truist Client Pulse is part of the Charlotte, N.C.-based bank’s recently unveiled five-year plan. 

The plan includes investments in: 

• 100 new branches; 

• 300 branch renovations; 

• AI-driven insights; 

• Mobile app upgrades; 

• New ATM features; 

• Hiring advisers; 

• Financial planning enhancements; and 

• Branch scheduling solutions. 

The five-year plan “is about delivering a distinctive digital experience with AI-driven insights along with branch models that enable our teammates to deliver even more personalized advice,” Chief Executive Bill Rogers said Aug. 20 on LinkedIn. 

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