U.S. Bank is expanding its collaboration with Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company (NASDAQ: AMZN), to accelerate the bank's digital transformation and modernize customer experience across its nationwide network, which serves approximately 13 million consumers and 1.4 million businesses.

Under the agreement, U.S. Bank will migrate hundreds of mission-critical banking applications to AWS as part of the bank's progressive cloud transformation strategy, representing one of the largest and most comprehensive banking modernization initiatives in the financial services industry. The multi-year initiative will modernize U.S. Bank’s payment processing systems, wealth management platforms, and commercial banking applications while establishing a secure, compliant AWS foundation meeting stringent regulatory requirements.

Additionally, U.S. Bank plans to enhance customer experience with generative AI capabilities powered by Amazon Bedrock and Amazon Nova Sonic. With Amazon Connect Customer as its foundation, the bank is advancing toward GenAI-powered agentic self-service solutions that give customers 24/7 choice between self-service and human assistance across voice, chat, and SMS channels. Amazon Bedrock and Amazon Connect Customer together provide U.S. Bancorp with centralized capabilities to build, scale, and deploy AI agents across its lines of business — from mortgage and credit cards to wealth management and commercial banking —and transform how customers interact with the bank while maintaining its commitment to personalized support to millions of customers across the country.

"Delighting our customers is our most important objective, and to do that we needed to integrate our hundreds of contact centers, thousands of toll-free lines, and flexibly manage a large volume of calls," said Andy Bingenheimer, CIO Corporate Functions, U.S. Bancorp. "AWS gives us the modern, unified platform to do exactly that — and building on that foundation to deliver AI-driven, agentic self-service that make banking even more seamless and intuitive for our customers. As we continue our cloud transformation with AWS, we're establishing the foundation to deliver radically different customer experiences through AI that will make U.S. Bank easier to work with while giving customers the choices they expect."

"U.S. Bank is positioned to deliver a different kind of customer experience — one that is always available, built around choice, powered by a platform that makes AI transformation possible at scale," said Scott Mullins, Managing Director, Worldwide Financial Services at AWS. "Building on Amazon Connect Customer, U.S. Bank is now using Amazon Nova Sonic and Amazon Bedrock to transform how they engage customers through generative AI, while maintaining the security, compliance, and reliability that banking customers expect."

U.S. Bank is also pursuing a multitude of generative AI use cases across fraud detection, compliance automation, developer productivity, and customer experience enhancement, leveraging AWS's comprehensive AI and cloud capabilities to drive innovation across the enterprise and deploying advanced technologies including GenAI enablement for migration acceleration through AWS Transform and Amazon Kiro. Additionally, U.S. Bank is working with AWS to establish builder readiness programs and upskill technologists through AWS Training and Certification programs, including instructor-led training and AWS Skills Builder programs.