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 猫 stato aggiornato pi霉 di 75.000 volte dal lancio. L'assistente IA si 猫 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) anunci贸 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 m谩s de 1.700 millones de insights personalizados a los clientes.
Las capacidades de Erica incluyen la gesti贸n del gasto, ayuda con presupuestos y orientaci贸n de inversiones en casi 50 temas. El sistema demuestra una precisi贸n del 98% al proporcionar informaci贸n y ha recibido m谩s de 75.000 actualizaciones desde su lanzamiento. El asistente de IA se ha expandido m谩s all谩 de la banca minorista para atender las plataformas Merrill, Benefits OnLine y CashPro, adem谩s de apoyar al 90% de los empleados de Bank of America, reduciendo las llamadas al servicio de TI en un 50%.
El 茅xito de la implementaci贸n 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.
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Bank of America (NYSE:BAC) a annonc茅 que son assistant virtuel propuls茅 par l'IA, Erica, a atteint le cap de 3 milliards d'interactions avec les clients, ayant servi pr猫s de 50 millions d'utilisateurs depuis son lancement en 2018. La plateforme enregistre d茅sormais en moyenne 58 millions d'interactions mensuelles et a fourni plus de 1,7 milliard d'informations personnalis茅es aux clients.
Les capacit茅s d'Erica incluent la gestion des d茅penses, l'aide au budget et des conseils en investissement sur pr猫s de 50 sujets. Le syst猫me affiche une pr茅cision de 98% dans les informations fournies et a re莽u plus de 75 000 mises 脿 jour depuis son lancement. L'assistant IA s'est 茅tendu au-del脿 de la banque de d茅tail pour desservir les plateformes Merrill, Benefits OnLine et CashPro, tout en soutenant 90% des employ茅s de Bank of America, r茅duisant de 50% les appels au service informatique.
Le succ猫s de l'impl茅mentation de l'IA par Bank of America a 茅t茅 r茅compens茅, notamment en 茅tant nomm茅 meilleure banque de consommation am茅ricaine pour l'utilisation de l'IA par le magazine Global Finance.
Bank of America (NYSE:BAC) gab bekannt, dass sein KI-gest眉tzter 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 眉ber 1,7 Milliarden personalisierte Insights geliefert.
Ericas F盲higkeiten 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 眉ber 75.000 Mal aktualisiert. Der KI-Assistent wurde 眉ber das Retail-Banking hinaus auf die Plattformen Merrill, Benefits OnLine und CashPro ausgeweitet und unterst眉tzt 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 f眉hrende US-Verbraucherbank f眉r 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.聽
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庐, and others. For example:
- ask MERRILL庐 and ask PRIVATE BANK庐 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庐 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 鈥� 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
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Andy Aldridge, Bank of America
Phone: 1.980.387.0514
[email protected]
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