BofA AI and Digital Innovations Fuel 30 Billion Client Interactions

Bank of America (NYSE: BAC) reported record digital engagement in 2025 with approximately 30 billion client interactions, a 14% increase year-over-year.

Rhea-AI Summary

Bank of America (NYSE: BAC) reported record digital engagement in 2025 with approximately 30 billion client interactions, a 14% increase year-over-year. Key metrics: 16.6 billion logins (+15%), 13.3 billion alerts (+12%), Erica interactions >3.2 billion total, Zelle 25 million users, and CashPro mobile payment approvals of $1.2 trillion.

Positive

• Total client digital interactions reached 30 billion, up 14% YoY
• Logins totaled 16.6 billion, a 15% YoY increase
• Alerts sent were 13.3 billion, up 12% YoY with 38 million subscribers
• Erica interactions surpassed 3.2 billion since launch
• Zelle reached 25 million active users with 1.8B transactions worth $556B
• CashPro mobile payment approvals hit $1.2 trillion, up 15% YoY

Negative

• None.

Argus Mar 10 session

+1.38% close to close Open Argus

Details

News Market Reaction – BAC

On Mar 10, the day this news came out, BAC closed 1.38% above the previous close.

Data tracked by StockTitan Argus for the Mar 10 session.

Market Context

This announcement underscores how AI and digital platforms contribute to Bank of America’s franchise...

Analysis

This announcement underscores how AI and digital platforms contribute to Bank of America’s franchise, from 30 billion annual client interactions to $556 billion moved via Zelle and $1.2 trillion in CashPro mobile approvals. Historical AI-focused releases have typically produced modest share-price responses. Investors may monitor future disclosures on digital engagement growth, further Erica and CashPro enhancements, and any additional securities issued off the existing S-3 shelf when assessing longer-term implications.

Key Figures

Client interactions: 30 billion Digital logins: 16.6 billion Digital alerts: 13.3 billion +5 more

Client interactions

30 billion

Total digital connections with finances in last year; 14% year-over-year increase

Digital logins

16.6 billion

Last year; up 15% year-over-year and a record total

Digital alerts

13.3 billion

Alerts sent last year; up 12% year-over-year

Zelle volume

$556 billion

Value of 1.8 billion Zelle transactions in 2025; 18% year-over-year growth

CashPro mobile approvals

$1.2 trillion

Record mobile payment approvals in 2025; up 15% from previous year

Life Plans created

21.5 million

Life Plan financial goal frameworks since 2020 launch

Assets tied to Life Plan

$211 billion

Asset growth with Bank of America by clients engaging with Life Plan

Verified digital users

59 million

Total verified digital banking users in the U.S.

Previous AI Reports

5 past events · Latest: Dec 11

Same Type 5 events

1. Dec 11

   AI productivity gains

   24h Move

   +0.9%

   AI-driven CashPro Forecasting saved clients 250,000+ hours across 3,000+ companies.

2. Oct 27

   AI adoption update

   24h Move

   +0.9%

   Record AI CashPro Chat and Search usage with faster responses and fewer inquiries.

3. Sep 29

   AI market insights

   24h Move

   +0.4%

   Launch of AI-driven Capital Markets Insights and TED algorithm in CashPro app.

4. Aug 20

   Erica usage milestone

   24h Move

   +0.6%

   Erica surpassed 3 billion interactions, serving nearly 50 million users with high accuracy.

5. Apr 08

   Workforce AI rollout

   24h Move

   -1.6%

   90% of employees adopting AI tools, driving efficiency and IT call reductions.

24h Move is the share-price change in the day after each event; other market factors may also have contributed.

Key Terms

ai, virtual financial assistant, qr codes, fx

4 terms

ai technical

"AI-driven solutions, global payments, and personalized financial planning tools have propelled"

Artificial intelligence (AI) is technology that enables machines to mimic human thinking and learning, allowing them to analyze information, recognize patterns, and make decisions. For investors, AI matters because it can improve how businesses operate, create new products, or identify opportunities faster and more accurately than humans alone, potentially impacting company success and market trends.

virtual financial assistant technical

"Erica, the bank's AI-powered virtual financial assistant, is helping clients manage"

A virtual financial assistant is a software tool—often powered by automation or artificial intelligence—that helps people track investments, suggest actions, execute basic trades, and send alerts about portfolio changes or market moves. Think of it as a GPS for your money: it offers personalized directions, reminders and simple recommendations so investors can act faster, reduce routine work and monitor risk without needing constant hands‑on attention.

qr codes technical

"small business clients can now transact with customers using both QR codes and Zelle tags"

A QR code is a small square “barcode” that stores digital information—such as a web link, payment instruction, or tracking ID—that can be read instantly by a smartphone camera. For investors, QR codes matter because they make customer interactions, sales, product tracking and security checks faster and measurable; like a doorbell that also records who came to the door, they can drive revenue, improve marketing efficiency and supply-chain visibility.

fx financial

"manage their payments, liquidity, FX, trade and more, saw a record number"

fx stands for foreign exchange, the system of buying, selling and converting one currency into another. For investors, fx matters because changes in exchange rates can raise or lower a company’s reported sales, costs and profits when business crosses borders—like how the same amount of money can buy more or less abroad—so movements in fx can affect earnings, valuation and investment returns.

AI-generated analysis. How Rhea-AI works. Not financial advice.

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Erica® Interactions Exceed 3.2 Billion; Zelle® Adoption Reaches 25 Million Users; CashPro® Mobile Payment Approvals Reached a Record $1.2 Trillion

CHARLOTTE, N.C., March 10, 2026 /PRNewswire/ -- AI-driven solutions, global payments, and personalized financial planning tools have propelled Bank of America clients' digital engagement to record levels. Clients connected with their finances approximately 30 billion times last year through a combination of digital logins and proactive alerts, marking a 14% year-over-year increase.

"Our industry-leading digital capabilities are a cornerstone of how we serve and deepen relationships with our clients and empower millions to manage their finances easily, conveniently and safely," said Nikki Katz, Head of Digital at Bank of America.

• Client digital interactions included 16.6 billion logins last year – up 15% year-over-year – and 13.3 billion alerts sent, up 12%, both record totals. The number of alert subscribers grew to more than 38 million.
   
• Massive digital engagement continues to rise across multiple client segments, including 81% of consumer and small business households, 86% of wealth management clients, and 86% of global banking clients now engaging with Bank of America digital channels.
   
  Along with the increased engagement across all businesses, client satisfaction with digital is at an all-time high with 86% of clients rating their digital experience at least a 9 out of 10.
   
• Erica, the bank's AI-powered virtual financial assistant, is helping clients manage their daily finances with proactive, personalized guidance. Last year, 20.6 million users interacted with Erica nearly 700 million times. Since Erica's launch in 2018, total client interactions have surpassed 3.2 billion.

More consumers and businesses moving money digitally:

• Zelle adoption reached 25 million active users. Zelle users sent and received a record 1.8 billion transactions worth a record $556 billion in 2025, growing 16% and 18% year-over-year respectively.
   
• Small business clients leveraged Zelle to accept and send over 200 million payments worth $126 billion in 2025, up 20% and 23% year-over-year respectively, showcasing its growing use for commercial activity.
   
  Launched in late 2025, small business clients can now transact with customers using both QR codes and Zelle tags — unique identifiers that protect their information and make it easy for their customers to recognize them.
   
• CashPro, the digital platform used by mid- to large-sized businesses in more than 145 jurisdictions around the world to manage their payments, liquidity, FX, trade and more, saw a record number of mobile sign-ins in 2025, up 20% from the previous year, and a record amount in mobile payment approvals of $1.2 trillion ­– equating to $38,000 per second – up 15% from the previous year.

In addition to day-to-day finances, clients also rely on digital to plan for the future:

• Life Plan, the digital solution that helps clients identify and meet their financial goals, is helping more clients manage their financial wellness with 21.5 million Life Plans created since launching in 2020. More than 3 million Life Plan clients selected Spanish as language of choice last year, making up 15% of all users.
   
  Clients who have engaged with Life Plan have grown their assets with Bank of America by over $211 billion.

"We use innovative technology to meet and anticipate the needs of our clients," said Katz. "By understanding how their behaviors are changing, and what they're trying to achieve, we can advance our digital and AI capabilities to deliver personalized insights and proactive advice."

Bank of America continues to be recognized for its digital leadership, receiving over 300 awards and accolades last year. Most recently:

• No. 1 Ranking in Mobile App Satisfaction in U.S. Banking by J.D. Power
• No. 1 U.S. Mortgage Servicer Digital Experience by J.D. Power
• No. 1 Ranking in Q4 2025 Online Banker Scorecard by Keynova Group
• No. 1 Ranking in Q4 2025 Mobile Credit Card Scorecard by Keynova Group
• 2025 Technology Award for Data & AI Impact by Forrester

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 the United States, serving nearly 70 million clients with approximately 3,600 retail financial centers, approximately 15,000 ATMs (automated teller machines) and award-winning digital banking with approximately 59 million verified digital users. Bank of America is a global leader in wealth management, corporate and investment banking and trading across a broad range of asset classes, serving corporations, governments, institutions and individuals around the world. Bank of America offers industry-leading support to approximately 4 million small business households through a suite of innovative, easy-to-use online products and services. The company serves clients through operations across the United States, its territories and more than 35 countries. Bank of America Corporation stock (NYSE: BAC) is listed on the New York Stock Exchange.

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

View original content to download multimedia:https://www.prnewswire.com/news-releases/bofa-ai-and-digital-innovations-fuel-30-billion-client-interactions-302709493.html

SOURCE Bank of America Corporation

FAQ

AI-generated questions and answers. How Rhea-AI works. Not financial advice.

How many digital interactions did Bank of America (BAC) record in 2025?

Bank of America recorded approximately 30 billion digital interactions in 2025, a 14% increase year-over-year. According to the company, this combines digital logins and proactive alerts across consumer, wealth, small business and global banking clients.

What are the 2025 usage metrics for Erica and how widely is it used at BAC?

Erica users surpassed 20.6 million, with nearly 700 million interactions in 2025 and a cumulative >3.2 billion interactions since launch. According to the company, Erica provides AI-driven personalized guidance for daily finances and planning.

What growth did Zelle see at Bank of America (BAC) in 2025 and transaction value?

Zelle at BAC reached 25 million active users and processed 1.8 billion transactions worth $556 billion in 2025. According to the company, volume and value grew 16% and 18% year-over-year respectively, including strong small business adoption.

What milestone did CashPro achieve for mobile payment approvals at Bank of America (BAC)?

CashPro recorded a record $1.2 trillion in mobile payment approvals in 2025, up 15% from 2024. According to the company, mobile sign-ins rose 20% and the platform serves mid-to-large businesses across more than 145 jurisdictions.

How many Life Plans have been created on Bank of America (BAC) digital tools and what asset impact is reported?

Clients created 21.5 million Life Plans since 2020, with Life Plan clients growing assets at the bank by over $211 billion. According to the company, more than 3 million Life Plan users chose Spanish in 2025, representing 15% of users.