Bank of America’s virtual financial assistant, Erica, has surpassed 2 billion interactions since its launch in 2018. The advanced and widely available virtual assistant has become a personal concierge and mission control for Bank of America’s clients.
Erica’s capabilities have expanded over the past six years to support individual and corporate clients across the company, including within Merrill, Benefits OnLine, and the award-winning CashPro platform.
Erica is a great example of applied innovation in language processing and predictive analytics to deliver a valuable and empowering customer experience.
Erica has responded to 800 million inquiries from more than 42 million customers and provided personalized information and guidance more than 1.2 billion times.
Like Bank of America’s 213,000 teammates, fostering a personal relationship with customers is a priority for Erica.
Bank of America’s data science team has made more than 50,000 performance updates to Erica since its launch, fine-tuning, expanding, and refining natural language understanding capabilities. This ensures that answers and insights remain timely and relevant.
