{"id":3743184,"date":"2026-05-18T17:05:22","date_gmt":"2026-05-18T21:05:22","guid":{"rendered":"https:\/\/www.pymnts.com\/?p=3743184"},"modified":"2026-05-18T17:05:22","modified_gmt":"2026-05-18T21:05:22","slug":"discovery-bank-shows-how-ai-could-change-app-engagement","status":"publish","type":"post","link":"https:\/\/www.pymnts.com\/digital-first-banking\/2026\/discovery-bank-shows-how-ai-could-change-app-engagement\/","title":{"rendered":"Discovery Bank Shows How AI Could Change App Engagement"},"content":{"rendered":"<p>A <a href=\"https:\/\/online.discovery.bank\/\">Discovery Bank<\/a> client does not need to ask their banking app a question to get a financial recommendation. The app is already watching. It reads spending patterns, savings milestones and transaction activity and surfaces personalized next-best actions in real time, Microsoft <a href=\"https:\/\/www.microsoft.com\/en\/customers\/story\/26157-discovery-bank-azure-openai-in-foundry-models\">reported<\/a>. That continuous loop is what Discovery Bank is aiming to deploy.<\/p><div\r\n\tid=\"article-paywall-overlay\"\r\n\tclass=\"d-none\"\r\n>\r\n\t<div id=\"article-paywall-content\" class=\"my-4\">\r\n\t\t\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f2699550-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"2699550\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/wp-json\/wp\/v2\/posts\/3743184#wpcf7-f2699550-o1\" method=\"post\" class=\"wpcf7-form init pymnts-article-paywall-form\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"2699550\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f2699550-o1\" \/><input type=\"hidden\" 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completing this form, you agree to receive marketing communications from PYMNTS and to the sharing of your information with our sponsor, if applicable, in accordance with our <a class=\"fw-bold\" href=\"https:\/\/pymnts-com-develop.go-vip.net\/privacy-policy\/\">Privacy Policy<\/a> and <a class=\"fw-bold\" href=\"https:\/\/pymnts-com-develop.go-vip.net\/terms-conditions\/\">Terms and Conditions<\/a>.\n\t\t\t\t<\/p>\n\t\t\t\t<p><input id='hiddenPath' type='hidden' name='path' value='' \/><input type='hidden' name='userDeviceId' id='userDeviceId' \/><input type='hidden' name='pageTitle' id='pageTitle' \/>\n\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div id='formButtonRow' class='container mt-1 px-0'>\n\t\t\t\t\t<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner btn btn-dark text-uppercase py-2 px-5 small\" id=\"theSubmitButton\" type=\"submit\" value=\"Submit\" \/>\n\t\t\t\t\t<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div><input type=\"hidden\" name=\"post_id\" value=\"3743184\" \/><input type=\"hidden\" name=\"source\" value=\"https:\/\/www.pymnts.com\/digital-first-banking\/2026\/discovery-bank-shows-how-ai-could-change-app-engagement\/\" \/><p style=\"display: none !important;\" class=\"akismet-fields-container\" data-prefix=\"_wpcf7_ak_\"><label>&#916;<textarea name=\"_wpcf7_ak_hp_textarea\" cols=\"45\" rows=\"8\" maxlength=\"100\"><\/textarea><\/label><input type=\"hidden\" id=\"ak_js_1\" name=\"_wpcf7_ak_js\" value=\"141\"\/><script>document.getElementById( \"ak_js_1\" ).setAttribute( \"value\", ( new Date() ).getTime() );<\/script><\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\r\n\t<\/div>\r\n<\/div>\r\n<div id=\"article-paywall-hidden-content\">\r\n\t\n<p>Discovery Bank <a href=\"https:\/\/www.microsoft.com\/en\/customers\/story\/26157-discovery-bank-azure-openai-in-foundry-models\">used<\/a> Azure OpenAI in Foundry Models and Azure Databricks to build Discovery AI, a generative artificial intelligence (AI) system that combines behavioral modeling with real-time client data. The system runs continuously inside the banking app and through WhatsApp, surfacing personalized next-best actions without waiting for customers to ask.<\/p>\n<p>Most banking AI today is a search engine with a conversational interface. A customer asks a question. The system retrieves an answer. The session ends. Discovery Bank\u2019s approach differs in one fundamental way: The AI is always running.<\/p>\n<p>Behind the interface sits a behavioral modeling engine that builds a financial profile for each client, Microsoft <a href=\"https:\/\/www.microsoft.com\/en\/customers\/story\/26157-discovery-bank-azure-openai-in-foundry-models\">noted<\/a>. That profile draws from spending patterns, savings milestones, engagement history and financial indicators. Generative AI then uses that profile to decide what action to surface next. A client nearing a savings goal gets a nudge. A client with rising discretionary spend gets a forecast. The system does not wait to be asked.<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/stuart-emslie-924abb100\/\">Stuart Emslie<\/a>, Discovery Bank\u2019s head of actuarial and data science, told Microsoft the team\u2019s competitive advantage lies in combining its behavioral stack with generative AI. The result is a system that surfaces modeled recommendations rather than generic financial tips. Clients gave higher satisfaction ratings to interactions where agents offered next-best actions compared to interactions that addressed only service inquiries.<\/p>\n<h2><strong>Latency Was the Engineering Problem<\/strong><\/h2>\n<p>Speed was the barrier between a useful system and a seamless one. Discovery Bank cut response times by more than 50%, bringing interactions from 5-6 seconds down to under 2 seconds on average. That gap matters in a consumer context. A 6-second wait feels like a search engine. A 2-second response feels like a conversation.<\/p><div id=\"pymnt-1615300035\" class=\"pymnt-content pymnt-entity-placement\" style=\"margin-top: 50px;\"><p style=\"text-align:center\">Advertisement: Scroll to Continue<\/p><script async type=\"text\/javascript\" id=\"dianomi_context_script\" src=\"https:\/\/www.dianomi.com\/js\/contextfeed.js\"><\/script> \r\n<div class=\"dianomi_context\" data-dianomi-context-id=\"4329\"><\/div><\/div>\n<p>The results followed, and client engagement with next-best actions doubled. Seventy percent of clients now engage with personalized recommendations inside the app. Servicing agents process roughly 3,000 questions daily through the system. Traffic through Discovery AI nearly doubled in a single month. Emslie said that the bank expects that growth to continue as more clients engage with the system regularly<\/p>\n<h2><strong>A Broader Race for the Financial Relationship<\/strong><\/h2>\n<p>Discovery Bank is not alone in this direction. The question of who owns the AI layer in personal finance is being contested from multiple sides.<\/p>\n<p>ChatGPT now lets Pro users connect financial accounts across more than 12,000 institutions through Plaid and receive answers grounded in their actual spending and cash flow, PYMNTS <a href=\"https:\/\/www.pymnts.com\/artificial-intelligence-2\/2026\/chatgpt-connects-financial-accounts-to-deliver-personal-finance-insights\/\">reported<\/a>. More than 200 million people already ask ChatGPT questions about personal finance every month.<\/p>\n<p>Perplexity extended its own Plaid integration to let users link bank accounts, credit cards and loans and ask questions drawn from live financial data, PYMNTS <a href=\"https:\/\/www.pymnts.com\/artificial-intelligence-2\/2026\/perplexity-uses-plaid-to-personalize-money-insights\/\">reported<\/a>. More than 75% of Perplexity users already ask finance questions monthly. The platform does not move money. Instead, it positions itself as the insight layer between the consumer and their accounts.<\/p>\n<p>That positioning is what banks are watching. A platform that answers every financial question, grounded in a user\u2019s live account data, is building a relationship that traditionally belonged to the institution. Discovery Bank\u2019s bet is that being inside the banking app, running continuously on behavioral data, keeps that relationship where it started.<\/p>\n\r\n<\/div>\r\n<script>\r\n\twindow.pymntsAllowedArticleCount = 1;\r\n\twindow.pymntsPostID = 3743184;\r\n<\/script>","protected":false},"excerpt":{"rendered":"<p>A Discovery Bank client does not need to ask their banking app a question to get a financial recommendation. The app is already watching. It reads spending patterns, savings milestones and transaction activity and surfaces personalized next-best actions in real time, Microsoft reported. That continuous loop is what Discovery Bank is aiming to deploy. Get [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":3743359,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","pymnts_footnotes":""},"categories":[57430],"tags":[9498,4313,23755,19817,4476,9206,133069],"class_list":["post-3743184","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-first-banking","tag-ai","tag-banking-2","tag-consumer-finances","tag-digital-transformation","tag-mobile-banking","tag-news","tag-pymnts-news"],"acf":{"suggested_titles":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Discovery Bank Shows How AI Could Change App Engagement<\/title>\n<meta name=\"description\" content=\"Discovery Bank built a system that watches spending behavior and surfaces personalized financial guidance before customers think to ask.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.pymnts.com\/digital-first-banking\/2026\/discovery-bank-shows-how-ai-could-change-app-engagement\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Discovery Bank Shows How AI Could Change App Engagement | PYMNTS.com\" \/>\n<meta property=\"og:description\" content=\"A Discovery Bank client does not need to ask their banking app a question to get a financial recommendation. 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App Engagement | PYMNTS.com","og_description":"A Discovery Bank client does not need to ask their banking app a question to get a financial recommendation. 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