Virtual Assistant FAQs

How do I check my balance/get transaction information/access the Anytime Line over the phone?
  • While the name “Anytime Line” is no longer part of our system, you can now ask Busey’s virtual assistant any of your phone banking questions, whether you need an account balance, recent transaction information or anything else! You will be prompted to enter your social security number, and once you enter the system will send you a one-time passcode via text to the cell phone number you have on file. You will need to press or say your one-time passcode to the virtual assistant for access to personal account information. Please note that Busey will never call you, text or email to ask for your one-time passcode.
Why is the Anytime Line changing?
  • Busey continues to invest in advanced technology to better serve your needs. Our new virtual assistant allows you to access the info you need right away through a convenient self-service method, reducing call wait times to allow our Customer Care team to be accessible to assist customers who need more complex support, and making your calls faster and easier! Our team remains available to help with more complex needs.
Why do I have to enter my social security number?
  • We require you to confirm your identity with two authentication steps (social security number or EIN and one-time passcode sent to your cell phone number on file) before accessing private account information. You can ask about non-personal info any time without needing to authenticate with your social security number.
I don't feel comfortable entering my full Tax Identification Number/Social Security Number every time I call. Is there anything else I can do to access my account information? 
  • We understand your concern. Please know that entering your Social Security Number through our Voice Authentication is secure and protected by advanced encryption. It’s easy to say your number if you are in a private/secure space. If you are uncomfortable saying your number out loud or in a more public setting, you can use your telephone keypad to enter the number more privately. If you prefer an alternative, Busey’s Online Banking and Mobile App provide convenient, secure access to your account anytime. You can also visit any Busey banking center, where our associates will be happy to assist you.
 What if I didn’t receive a one-time-passcode?
  • You can always ask the virtual assistant to speak to a Customer Care agent. Depending on your request, Customer Care may need to verify your identity after transferring. They can confirm your cell phone number on file is correct and help troubleshoot the passcode delivery issues with you.
How can I avoid using the new system?
  • The system will continue to be improved over time based on what we learn from our customers about the experience, so we encourage you to continue using the phone line, but we also offer:
  • online banking through eBank or Busey Wallet
  • a chat option through our website
  • in-branch teams for direct personal service
  • phone service through Customer Care or Treasury Management Support (ask the virtual agent to speak to a Customer Care or Treasury Management Support representative)







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