Fifth Third adds AI navigation feature to its mobile banking app

Fifth Third Bancorp (NYSE: FITB) has launched an AI-powered interface within its mobile banking app, allowing customers to type requests in plain language to navigate features and complete financial tasks.

The feature enables customers to enter queries such as "replace card," "find ATM," or "transfer funds" and be directed to the relevant screen, an AI chatbot, or a live representative. The bank said the capability is built on language understanding models trained on hundreds of millions of customer interactions.

The new interface is integrated with Jeanie, Fifth Third's existing AI chatbot, which the bank says recognizes customer intent 90% of the time. The mobile app serves more than 2.4 million monthly users and supports more than one billion digital interactions annually. Fifth Third said it introduced more than 400 enhancements to the app in 2025.

"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 at Fifth Third.

The bank said it plans to use customer engagement data to develop future AI capabilities covering account opening, routine service, fraud and disputes, and financial advice.

The rollout began and is expected to be fully available to customers by the end of the month. Fifth Third, which completed a merger with Comerica in February 2026, is the ninth-largest bank in the United States with approximately $294 billion in assets.

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