COVID-19 prompted a surge of contact center activity at banks around the world. To help answer common customer questions and deflect inquiries from human agents, TD Bank (US) stood up a new virtual assistant in only three weeks. A singular focus and the ability to leverage its parent’s relationships enabled the bank to use its app to quickly pivot to a new way of serving customers. Celent is delighted to recognize TD Bank as Model Bank 2021 for Supporting Customers During the Pandemic.