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Bank of America's AI Virtual Assistant Erica Reaches 3 Billion Client Interactions
ByAinvest
Thursday, Aug 21, 2025 5:40 pm ET1min read
Bank of America's AI-powered virtual assistant, Erica, has surpassed 3 billion client interactions since its launch in 2018. The platform averages 58 million monthly interactions, offers 98% accuracy in information delivery, and has reduced IT service desk calls by 50%. Erica supports nearly 50 million users and has delivered over 1.7 billion personalized insights. Its success has earned Bank of America recognition as the top US consumer bank for AI usage by Global Finance magazine.
Bank of America's AI-driven virtual financial assistant, Erica, has achieved a significant milestone, surpassing 3 billion client interactions since its launch in 2018. The platform, which averages 58 million monthly interactions, has proven to be a vital tool for both clients and employees, enhancing the overall banking experience and driving operational efficiencies.Erica has been instrumental in assisting nearly 50 million users, delivering over 1.7 billion personalized insights. The virtual assistant has shown remarkable accuracy, with 98% of users finding the information they need. This high level of satisfaction has significantly reduced call center volume, allowing financial specialists to focus on more complex financial conversations.
The success of Erica is evident in its ability to handle various tasks, from highlighting cash back deals to alerting clients about their financial trends and investment opportunities. The platform has also demonstrated its versatility by assisting wealth management teams and corporate clients, reducing IT service desk calls by 50%.
Bank of America's commitment to AI innovation has been recognized by the industry. The company was named the top U.S. consumer bank for use of AI by Global Finance magazine, and Erica was recognized as the best chatbot/virtual assistant in the U.S. and North America.
References:
[1] https://www.prnewswire.com/news-releases/a-decade-of-ai-innovation-bofas-virtual-assistant-erica-surpasses-3-billion-client-interactions-302533883.html
[2] https://www.morningstar.com/news/pr-newswire/20250820ny54940/a-decade-of-ai-innovation-bofas-virtual-assistant-erica-surpasses-3-billion-client-interactions
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