Pairing generative AI with human review, TD launched a Spanish‑language mobile banking experience faster and more efficiently, helping more clients bank in their preferred language.
As digital banking evolves, clients increasingly expect experiences that are not only more intuitive but genuinely aligned with their daily lives.
That shift is at the heart of how TD’s strategy, culture and client experience come together to deliver simpler, more connected experiences.
“We’re a bank built around our clients and their needs, powered by digital technology and designed for real life,” said Jo Jagadish, Head of U.S. Digital & Payments and Consumer Deposits, TD Bank U.S. “We aim to make their everyday interactions with us much easier and more personal.”
Recent work by TD’s digital and innovation teams offers a clear example of how that approach is taking shape. Earlier this year, a group of TD colleagues set out to build a new mobile banking experience that could reach consumers quickly. Their solution: use generative AI (GenAI) to code, build and test the app while keeping the focus on usability and trust.
Humanizing digital experiences for clients
Mohamed Abbas, Senior Manager, Enterprise Innovation, TD, and his team were tasked with developing a Spanish-language experience within the TD mobile app. The goal was to expand language access for clients while rethinking how quickly and efficiently that kind of capability could be delivered.
For many clients, language barriers can introduce friction into everyday banking. Routine tasks, such as reviewing transactions, transferring funds between bank accounts and paying bills, can become less straightforward when they require translation.
“In many cases, a child who speaks English well becomes the family’s translator,” said Mohamed. “That can put them in a position to explain financial matters they shouldn’t have to carry. The same dynamic often extends to relatives or friends who step in to help.”
Addressing that challenge meant going beyond simple translation. Using generative AI, the mobile experience was changed in a way that goes beyond word-for-word translation — adapting content so it feels natural, consistent, and easy for Spanish speakers to understand and navigate across the app.
"The result is a more intuitive experience that better supports Spanish‑speaking customers in their day‑to‑day banking," Mohamed said. “GenAI gave us a way to do that much faster and more cost-effectively.”
Using GenAI, the team cut time-to-market by 50% and cost by 62%, while also creating a foundation for expanding TD mobile banking language support in the future.
Jo sees that shift as part of a broader change in how TD can continually improve digital experiences. “We’re looking at how we design every client interaction, so each one feels intuitive and genuinely helpful,” she said. “Adding Spanish to the TD mobile app is a clear example of how we’re using technology to meet our clients where they are and make banking easier to navigate.”
Driving client-centered innovations at scale
In the past, adding a new language option to an application meant moving content through a series of departments and steps, from writing, translation and compliance review to reintegration into the app. Even minor updates required the same lengthy cycle, making it hard to keep pace with ongoing changes.
With GenAI, the digital team was able to generate an initial Spanish version of the mobile experience quickly, then focus their time on refining and validating it. More than 50,000 words across nearly 1,000 screens within the TD mobile app were translated in under nine hours. Linguists, product teams, quality specialists and compliance teams then worked through the results to ensure accuracy and clarity before release.
“We’re not replacing the rigor that goes into financial content,” said Yuri Salkinder, Head of Technology, Digital, Customer & Colleague Platforms, TD Bank U.S. “We’re shifting when and how that rigor is applied. GenAI gives us a starting point at scale, and then our teams take ownership of making sure it’s right for the client.”
That shift has changed how updates are handled as well. Instead of restarting projects from scratch each time content changes, new or revised text moves through a consistent development and review process before it reaches clients.
Designing for clarity and consistency
User experiences for banking in any language need to offer clear and consistent language. By standardizing how language is generated and reviewed, TD colleagues can maintain consistency across features while ensuring that updates align with existing terminology and tone.
“Once you move into a continuous model, consistency becomes just as important as speed,” Mohamed said. “That’s where the combination of AI and human review really matters.”
Adoption of the Spanish-language functionality on the TD mobile app has been strong, with almost 400,000 customers using the language option in the first two months. More importantly, clients who rely on assistance — whether in a branch, through contact centers, or with help from family or friends — can now complete routine tasks themselves directly in the app.
That shift changes how clients engage. Now users have more confidence in using an app with less need to pause or double-check what they’re doing.
Meeting expectations for trust
The approach of using GenAI — making financial experiences more intuitive for Spanish-speaking customers — reflects a broader shift in how people are using and evaluating AI. The TD 2026 AI Insights Report showed that more than 78% of Americans now use AI tools in their daily lives, and 67% say their proficiency has increased over the past year.
While many consumers view AI as a reliable source of financial information and research, only 18% reported being comfortable relying on it for financial decisions without human involvement.
That hesitation is a reminder that clients are looking for reassurance in their banking experiences. “In fact, trust is the price of entry for AI in financial services,” said Kiran Vuppu, Chief Information Officer, TD Bank U.S. “Transparency, strong security and human accountability are foundational to building that trust.”
Turning “More Human” into everyday experiences
TD’s “More Human” brand is grounded in the idea that digital banking should feel simpler and more intuitive, not more complex. Language plays a direct role in that experience. Decisions become easier to make when clients can navigate banking in their native or preferred language.
For TD colleagues, the AI project is a prime example of how innovative tools and resources can free up colleagues to develop deeper, more meaningful relationships with clients in person.
"Giving clients the ability to bank confidently in the language they’re most comfortable with changes the entire experience. We’ve heard directly from clients who feel more independent and more connected because they can navigate everyday banking on their own," said Felipe Basulto, Retail Market President, South Florida, TD Bank U.S. "This isn’t just a new feature. It’s a powerful example of how we’re using technology to make banking feel More Human, more inclusive and more personal for the communities we serve."
Driving future innovations to serve clients
The TD team's GenAI approach to building the Spanish-language experience may also be applied to assist in the future creation of other tools and resources across other digital platforms.
“Strong, early adoption of the Spanish-language app shows this was the right way to apply AI to solve a real client need,” Jo said. “It’s also a powerful example of how we can move faster with purpose — delivering simpler, more inclusive experiences for our clients — and offers a great blueprint for our technology and digital teams to continue innovating for our clients and colleagues in the future.”
By embedding GenAI into the development process, TD can now deliver new capabilities to enhance the day-to-day experiences of clients more quickly and with less time and expense, all with the clarity, oversight and trust they’ve come to expect.
Some features of the application may remain in English. Most verbal communications and important TD documents, such as agreements and notices, will continue to be provided in English.
Have questions? Contact us and ask about our service options in your language.
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