A Decade of AI Innovation: BofA's Virtual Assistant Erica Surpasses 3 Billion Client Interactions
Bank of America (NYSE:BAC) announced its AI-powered virtual assistant Erica has reached a significant milestone of 3 billion client interactions, serving nearly 50 million users since its 2018 launch. The platform now averages 58 million monthly interactions and has delivered over 1.7 billion personalized insights to clients.
Erica's capabilities include managing spending, budgeting assistance, and investment guidance across nearly 50 topics. The system demonstrates 98% accuracy in providing information and has undergone over 75,000 updates since launch. The AI assistant has expanded beyond retail banking to serve Merrill, Benefits OnLine, and CashPro platforms, while also supporting 90% of Bank of America employees, reducing IT service desk calls by 50%.
The success of Bank of America's AI implementation has earned recognition, including being named the top U.S. consumer bank for AI use by Global Finance magazine.Bank of America (NYSE:BAC) ha annunciato che il suo assistente virtuale basato sull'IA, Erica, ha raggiunto il traguardo di 3 miliardi di interazioni con i clienti, servendo quasi 50 milioni di utenti dal lancio nel 2018. La piattaforma registra in media 58 milioni di interazioni mensili e ha fornito oltre 1,7 miliardi di approfondimenti personalizzati ai clienti.
Le funzioni di Erica comprendono la gestione delle spese, supporto al budgeting e consigli sugli investimenti su quasi 50 argomenti. Il sistema raggiunge una accuratezza del 98% nelle informazioni fornite ed è stato aggiornato più di 75.000 volte dal lancio. L'assistente IA si è esteso oltre la banca al dettaglio per supportare le piattaforme Merrill, Benefits OnLine e CashPro, assistendo inoltre il 90% dei dipendenti di Bank of America e riducendo del 50% le chiamate al service desk IT.
Il successo dell'implementazione dell'IA di Bank of America ha ricevuto riconoscimenti, incluso il titolo di miglior banca consumer statunitense per l'uso dell'IA dalla rivista Global Finance.
Bank of America (NYSE:BAC) anunció que su asistente virtual con IA, Erica, ha alcanzado el hito de 3.000 millones de interacciones con clientes, atendiendo a casi 50 millones de usuarios desde su lanzamiento en 2018. La plataforma promedia ahora 58 millones de interacciones mensuales y ha entregado más de 1.700 millones de insights personalizados a los clientes.
Las capacidades de Erica incluyen la gestión del gasto, ayuda con presupuestos y orientación de inversiones en casi 50 temas. El sistema demuestra una precisión del 98% al proporcionar información y ha recibido más de 75.000 actualizaciones desde su lanzamiento. El asistente de IA se ha expandido más allá de la banca minorista para atender las plataformas Merrill, Benefits OnLine y CashPro, además de apoyar al 90% de los empleados de Bank of America, reduciendo las llamadas al servicio de TI en un 50%.
El éxito de la implementación de IA de Bank of America ha sido reconocido, incluyendo haber sido nombrado el principal banco de consumo de EE. UU. en uso de IA por la revista Global Finance.
Bank of America (NYSE:BAC)는 AI 기반 가상비서 Erica가 30억 건의 고객 상호작용이라는 중요한 이정표를 달성했으며, 2018년 출시 이후 거의 5천만 명의 사용자를 서비스했다고 발표했습니다. 이 플랫폼은 현재 월 평균 5800만 건의 상호작용을 기록하고 있으며 고객에게 17억 건이 넘는 개인화된 인사이트를 제공했습니다.
Erica의 기능에는 지출 관리, 예산 지원, 투자 안내 등 약 50개 주제가 포함됩니다. 시스템은 정보를 제공할 때 98%의 정확도를 보이며 출시 이후 75,000회 이상 업데이트되었습니다. 이 AI 비서는 소매 금융을 넘어 Merrill, Benefits OnLine, CashPro 플랫폼을 지원하며 Bank of America 직원의 90%를 도와 IT 서비스 데스크 호출을 50% 줄였습니다.
Bank of America의 AI 도입 성공은 인정받아 Global Finance 잡지로부터 미국 소비자 은행 중 AI 활용 부문 1위로 선정되는 등 수상을 받았습니다.
Bank of America (NYSE:BAC) a annoncé que son assistant virtuel propulsé par l'IA, Erica, a atteint le cap de 3 milliards d'interactions avec les clients, ayant servi près de 50 millions d'utilisateurs depuis son lancement en 2018. La plateforme enregistre désormais en moyenne 58 millions d'interactions mensuelles et a fourni plus de 1,7 milliard d'informations personnalisées aux clients.
Les capacités d'Erica incluent la gestion des dépenses, l'aide au budget et des conseils en investissement sur près de 50 sujets. Le système affiche une précision de 98% dans les informations fournies et a reçu plus de 75 000 mises à jour depuis son lancement. L'assistant IA s'est étendu au-delà de la banque de détail pour desservir les plateformes Merrill, Benefits OnLine et CashPro, tout en soutenant 90% des employés de Bank of America, réduisant de 50% les appels au service informatique.
Le succès de l'implémentation de l'IA par Bank of America a été récompensé, notamment en étant nommé meilleure banque de consommation américaine pour l'utilisation de l'IA par le magazine Global Finance.
Bank of America (NYSE:BAC) gab bekannt, dass sein KI-gestützter virtueller Assistent Erica einen Meilenstein von 3 Milliarden Kundeninteraktionen erreicht hat und seit dem Start im Jahr 2018 fast 50 Millionen Nutzer betreut. Die Plattform verzeichnet nun durchschnittlich 58 Millionen Interaktionen pro Monat und hat über 1,7 Milliarden personalisierte Insights geliefert.
Ericas Fähigkeiten umfassen Ausgabenverwaltung, Budgethilfe und Anlageberatung zu nahezu 50 Themen. Das System weist eine 98%ige Genauigkeit bei der Bereitstellung von Informationen auf und wurde seit dem Start über 75.000 Mal aktualisiert. Der KI-Assistent wurde über das Retail-Banking hinaus auf die Plattformen Merrill, Benefits OnLine und CashPro ausgeweitet und unterstützt zudem 90% der Mitarbeiter von Bank of America, wodurch IT-Service-Desk-Anrufe um 50% reduziert werden.
Der Erfolg der KI-Implementierung von Bank of America wurde anerkannt, unter anderem durch die Nennung als führende US-Verbraucherbank für den Einsatz von KI durch das Magazin Global Finance.
- Erica achieves 98% success rate in providing information to users
- Platform handles 58 million monthly interactions, demonstrating massive scale
- AI implementation reduced IT service desk calls by 50%
- 90% employee adoption rate shows strong internal integration
- CashPro Chat handles over 40% of client interactions, improving efficiency
- None.
"Erica has been learning from our clients for many years, enabling us to leverage AI today at scale, globally," said Hari Gopalkrishnan, chief technology and information officer at Bank of America. "Our early and ongoing investments in AI demonstrate our commitment to delivering innovative experiences and value to clients."
Clients have received and interacted with more than 1.7 billion proactive, personalized insights delivered by Erica. Some recent examples of how Erica is helping clients stay on top of their finances include:
- Highlighting BankAmeriDeals cash back deals for clients based on their spending.
- Alerting clients which way their balances are trending in the next 7 days.
- Notifying clients of their eligibility for Preferred Rewards, increasing the value of their relationship with the bank.
- Providing guidance on nearly 50 investment-related topics, allowing Merrill clients to engage with Erica when managing their banking, investment and retirement relationships.
- Scheduling an appointment via Erica, creating a seamless handoff to high-touch service channels.
"Our clients appreciate Erica's ability to help them manage their spending, improve budgeting and increase savings," said Nikki Katz, head of digital at Bank of America. "Erica is the bedrock upon which we've built an unmatched high-tech, high touch client experience."
Clients have spent more than 18.7 million hours conversing with Erica. More than
Bank of America's data scientists have trained Erica to recognize and respond to millions of client questions using a library of more than 700 responses. The system has undergone over 75,000 updates since launch to continuously improve the client experience. Over the next year the bank will expand Erica's abilities further to offer more personalized insights to help clients know more about their finances.
At Bank of America, AI capabilities are designed to be scalable and reusable across different areas. Erica is embedded today across the enterprise, assisting clients and employees and driving efficiencies in several areas, including within Merrill, Benefits OnLine, CashPro®, and others. For example:
- ask MERRILL® and ask PRIVATE BANK® help wealth management teams efficiently curate information to deliver superior client experiences. With approximately 23 million interactions per year, these tools are also helping advisors and other employees more proactively connect with clients about timely and relevant opportunities.
- CashPro® Chat, the virtual service advisor for the CashPro platform, helps business, commercial and corporate clients quickly view transactions, find information about accounts, and more. CashPro Chat is used by
65% of clients, with Erica handling greater than40% of client interactions. - Erica for Employees is used today by over
90% of Bank of America employees, with the virtual assistant having reduced calls into the IT service desk by50% . The capabilities will expand this year to offer enhanced search and assistance across a broader set of topics – including answers to employee questions about Bank of America products and services.
Bank of America's approach to AI and proven use cases have earned the company several industry accolades. Most recently, the company was named the top
Bank of America
Bank of America is one of the world's leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company provides unmatched convenience in
For more Bank of America news, including dividend announcements and other important information, visit the Bank of America newsroom and register for news email alerts.
Reporters may contact:
Andy Aldridge, Bank of America
Phone: 1.980.387.0514
andrew.aldridge@bofa.com
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SOURCE Bank of America Corporation
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