Fifth Third announced an AI-powered upgrade to its mobile app that improves the customer experience by making it easier to access services and handle everyday financial needs with greater efficiency.
The new capability helps customers navigate Fifth Third’s mobile app more intuitively. Rather than scrolling through menus, customers can simply type what they need—such as “replace card,” “find ATM,” “transfer funds,” or “closest branch”—and be guided directly to the most relevant experience, whether that is a simple mobile screen for task completion, an AI-powered chatbot, or live support from a Fifth Third representative.
Powered by advanced language understanding models and trained on hundreds of millions of customer interactions, Fifth Third’s intelligent experience improves over time, enabling more precise, relevant results and helping customers get more value from the app’s growing set of features.
“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,” said Ben Hoffman, chief strategy officer and head of consumer products at Fifth Third. “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. By integrating this capability with Jeanie®, our industry-leading chatbot, we are creating a foundation for future agentic experiences where customers can ask the bank to take action, and the bank can complete that action safely, securely and reliably.”
An Enhanced Mobile Experience
Fifth Third’s mobile app already enables customers to manage finances, move money, access insights, and connect with the bank seamlessly. The AI‑powered interface builds on that foundation by making the app’s growing set of capabilities easier to find and use.
Beyond initial launch, the Bank will use customer engagement insights to refine the experience and prioritize development of future AI powered agentic capabilities spanning account opening, routine service, fraud and disputes, and financial advice. Each interaction deepens the bank’s understanding of customer needs and intent, creating the foundation for experiences that can anticipate and act on behalf of customers.
Built on Award‑Winning Platforms
Fifth Third has long pioneered products and services that help customers stay in control of their finances, combining the innovation of a digital first bank with the trust, stability, and community commitment of a 168‑year‑old institution. Today’s launch brings together two innovative digital platforms:
- Fifth Third Mobile Banking – Fifth Third’s award-winning mobile app serves more than 2.4 million monthly users and supports more than 1 billion digital interactions each year. Designed for continuous improvement, the mobile app platform enables rapid enhancements that deliver the simplest, strongest customer experience. In 2025, Fifth Third introduced more than 400 enhancements to the app.
- Jeanie® – Fifth Third’s AI powered chatbot is designed to answer questions and to listen and learn from customer interactions. Insights from millions of Jeanie interactions have helped Fifth Third refine how customers engage digitally, with her Natural Language Understanding (NLU) model now recognizing customer intent 90% of the time.
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