Technology. Touch. Trust.
The Missing
Piece is Voice
You built T3 around the bridge between digital and human. Voice is still where that bridge bends. When a Truist client calls, the moment is already high-stakes — that's where loyalty is won or lost.
Why this matters now
Book a 30-min CX Session
7M+
Monthly calls
automated on Teneo
~95%
Cost reduction per automated voice interaction
99%
AI accuracy delivered in banking deployments
70% Weeks
of U.S. inbound interactions still happen on voice
TRUSTED BY ORGANIZATIONS WORLDWIDE
3.4M call summaries automated since 2023
Truist has proven it can deploy AI inside the contact center. The next step is moving from summarizing calls to resolving them — without an agent on the line.
69% of transactions are digital. Voice complaints persist.
Public reviews still cite 15–35 minute holds and offshore handoffs. Digital adoption rises while the voice experience falls behind — the textbook "customer gap" the 2026 ContactBabel report quantifies.
What we've
observed at Truist
Your AI program is delivering. The voice channel is where it stops compounding.
From public earnings, conference disclosures, and Sherry Graziano's recent commentary, here's what stands out — and where the next wave of CX gains likely sits.
Truist Client Pulse → ~$35M in projected savings
You're already measuring CX in dollars. Voice AI extends that economic case: ~95% cost reduction per automated interaction, with measurable containment, not just deflection.
Truist Assist deflects. The hard calls still escalate.
Chatbot containment is the easy half. The harder, more valuable half — emotional, complex, regulated calls — needs an LLM-grade voice layer, not an upgraded IVR.
The Fit: T3 Was Always Three Things
Technology + Touch = Trust
Technology + IVR → Voice AI
Voice AI, the connective layer between self-service and human support. The "off-ramp to a live agent" is the part of T3 that legacy IVR can't deliver.
Speech recognition with a menu on top creates the exact frustration your in-house customer feedback platform was built to eliminate.
Modern Voice AI isn't a smarter menu. It's the layer that authenticates the client, understands intent, accesses backend systems, and resolves — or hands off with full context when a human is the right answer.
That's the version of "Technology + Touch" that customers actually feel on the phone, on a Tuesday at 9:37 a.m, with a fraud alert in their pocket.
Teneo orchestrates the LLMs you already trust — securely, in your stack, with the compliance posture financial services requires.
further documentation curated for truist
Analyst Report: Voice AI: Transforming the Channel of Choice
ContactBabel's 2026 data on why voice still owns ~70% of interactions in U.S. financial services — and why digital self-service plateaued at ~7%.
The numbers behind the case for re-investing in voice.
Teneo for Banking & Financial Services
The platform view: bank-grade security, multi-lingual AI agents, 99% accuracy, orchestration of any LLM, and proven deployments at the world's largest financial institutions.
Ideal first read if you're sizing a Voice AI initiative inside your existing CX stack — including what integrates with Truist Assist and Truist Client Pulse on day one.
Whitepaper: Voice AI as Strategic Infrastructure
Why Voice AI belongs on the architecture diagram, not the pilot list.
Includes a multinational case study processing 7M+ monthly calls — the structural transformation playbook for enterprises with Truist's scale.
Let's spend 30 minutes on your voice channel, specifically.
No demo theatre. We'll walk through where Voice AI most likely lifts containment and CSAT in Truist's specific call mix — fraud, account servicing, mortgage, card disputes — and what an architecture would look like alongside Truist Assist and Truist Client Pulse.
Let's talk!