Fifth Third Bancorp just rolled out an AI-powered natural language interface in its mobile banking app, letting customers type simple commands like “replace card” or “find ATM” to navigate the app.
The feature, announced on June 17, integrates with the bank’s existing Jeanie chatbot, which was built during the COVID-19 pandemic and has been trained on hundreds of millions of customer interactions. Jeanie reportedly hits around 90% accuracy in recognizing what customers actually want.
What the AI interface actually does
Instead of tapping through menus and submenus, customers type natural language requests and get routed to the right place. The development process took two years and utilized an open-source transformer model during testing.
Fifth Third’s mobile app already serves more than 2.4 million monthly active users. It was recently ranked number one by J.D. Power for customer satisfaction. The full rollout is expected to wrap up by the end of June 2026.
