Fifth Third Launches AI Search in Its Mobile App
"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."
By Sachin Mohan ·
Fifth Third announced on June 17, 2026 the launch of an AI-powered interface within its mobile app, replacing menu navigation with a simple text input. Customers can type what they need, such as "replace card," "find ATM," "transfer funds," or "closest branch," and the system routes them directly to the right resource.
The interface is powered by advanced language understanding models trained on hundreds of millions of customer interactions, and Fifth Third says the experience improves over time as it processes more interactions, delivering increasingly precise and relevant results.
"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.
He also said that this was 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.
The Path to Agentic Banking
This launch integrates the new interface with Jeanie, Fifth Third's existing AI chatbot, whose Natural Language Understanding model already recognizes customer intent 90% of the time based on millions of prior interactions, according to the press release.
"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," Hoffman said.
Fifth Third has named the specific domains where that agentic capability will expand next and it includes account opening, routine service, fraud and disputes, and financial advice.
Each of those areas currently requires multiple steps and, often, direct interaction with a representative. The bank's stated approach is to let customer engagement data from the new interface guide which of those domains get agentic capabilities first.
The launch sits on top of a mobile platform with more than 2.4 million monthly users, over 1 billion digital interactions annually, and more than 400 feature enhancements added in 2025 alone, according to the press release.