How Chime Is Using AI to Rewire Financial Services

AI is no longer a side experiment at Chime. It’s a core capability powering how the company builds, supports, and scales for millions of members, with clear human oversight and accountability at every stage.

While many in financial services are layering generative AI onto legacy infrastructure, Chime is taking a different approach: embedding AI into its proprietary platform, driven by real-time member behavior and backed by an internal culture built for speed.

With more than a decade of member trust, Chime has become one of the largest consumer fintechs in the U.S. Millions of people rely on Chime as their primary account: to get paid, manage spending, and build toward long-term goals.

That real-world usage gives Chime a rare opportunity: to apply AI in ways that are both personal and practical. But its not experimenting in a vacuum; it’s building on three foundational strengths:

• Depth of data. As the primary account for millions of members—who make more than fifty transactions a month on average—Chime sees how people actually manage their money, day to day.
• Proprietary technology. Chime’s homegrown core banking platform, ChimeCore, gives it the flexibility and control to embed AI safely across its systems, without relying on black-box vendors or legacy infrastructure.
• High engagement. Members open Chime every day to track spending, get paid early, and stay on top of their finances, creating real-time opportunities to turn insight into action.

AI is already reshaping how Chime operates across three major fronts: how teams work, how members are supported, and how new products come to life.

Helping Chimers Work Smarter

AI has become an everyday tool across engineering, product, and marketing. Today:

• 90% of Chimers use AI weekly to accelerate tasks and decision-making
• In engineering, AI contributes to ~30% of code written or reviewed, improving speed and quality
• Teams are shipping faster with smaller squads and faster iterations, freeing up time for creativity and strategic work

“The cultural shift wasn’t about AI itself—it was about redefining what success looks like,” says King. “You’re not measured by tasks completed, but by outcomes created.”

Automating at Scale

Chime supports millions of member inquiries per month. AI now powers roughly 70% of those interactions, with live agents always available for complex for sensitive needs, using chat and voice tools that are fast, contextual, and increasingly intuitive.

• Cost to serve has dropped by 60%
• Member satisfaction has more than doubled
• Automation is also transforming back-office operations like disputes and investigations—areas where consistency, accuracy, and speed matter most

Building Next-Gen Products

• AI is powering a new wave of intelligent features designed to help members make smarter financial decisions.
• Personalized prompts can flag opportunities to save, explain them clearly, and help members act—with full transparency and consent
• Future use cases will build toward proactive, trusted financial assistants, helping people manage money more easily in real time, with transparency, consent, and human safeguards

“We’re building toward a future where AI isn’t just giving advice—it’s helping members take meaningful action,” says King.

Chime’s AI evolution wasn’t just about introducing new tools—it was also about changing mindsets.

“Most people identify with the tasks they do,” says King. “But when you shift the focus to outcomes, AI becomes a superpower—not a threat.”

That shift has unlocked time, clarity, and creative capacity across functions. AI handles the repetitive work, so teams can focus on the meaningful work.

Chime sees AI evolving from a utility into a partner, for both teams and members. Inside the company, AI will continue to scale across compliance, operations, risk, and insights. For members, the roadmap includes more personalized automation: features that anticipate needs, reduce financial stress, and make progress feel more effortless.

“In financial services, trust is the real currency,” says King. “The companies that win this next era won’t be the ones training the biggest models—they’ll be the ones using AI to serve people better.”

AI is helping Chime increase speed, reduce cost, and improve member satisfaction—all while deepening the company’s ability to deliver on its mission: helping everyday people make financial progress.

And with proprietary tech, daily engagement, and a culture built for intelligent execution, Chime is poised to lead as AI reshapes the future of fintech.