Bank of America has added generative AI capabilities to EricaAssist, its employee-facing AI agent designed to support customer service representatives during client conversations. More than 18,000 employees currently use the platform.
EricaAssist works alongside representatives during calls by summarizing the reason for the client’s inquiry, identifying relevant information and recommending possible next steps. The system is designed to provide contextual guidance in less than three seconds without interrupting the conversation.
The platform keeps employees at the center of the interaction rather than communicating directly with clients. Representatives remain responsible for listening to customers, evaluating the information provided and determining the appropriate response.
Bank of America said EricaAssist has reduced average call times by nearly one minute per interaction. The bank believes the technology can improve efficiency while giving employees more time to focus on explaining solutions and addressing individual client needs.
The generative AI capabilities can tailor guidance according to the representative’s role and the client’s existing relationship with the bank. This allows the platform to surface information that is more relevant to the specific customer and servicing situation.
EricaAssist represents Bank of America’s broader strategy of combining digital technology with employee judgment. The bank said its responsible AI approach includes human oversight, transparency and accountability for outcomes.
The company plans to expand EricaAssist into additional customer service scenarios and business lines later in 2026. The expansion is expected to increase the number of employees and client interactions supported by the platform.
Bank of America spends approximately $14 billion annually on technology. More than $4 billion of that amount is allocated to new initiatives, including artificial intelligence projects.
The bank serves nearly 70 million clients and has approximately 60 million verified digital users. Its U.S. network includes about 3,500 financial centers and approximately 15,000 ATMs.
The EricaAssist enhancements are part of Bank of America’s effort to improve service across digital, telephone and in-person channels. The company expects AI to support faster access to information while allowing employees to maintain control over client recommendations and decisions.
KEY QUOTES:
“EricaAssist reflects our high tech, high touch approach. By combining human judgment with real time AI guidance, we’re helping employees navigate complex topics more easily and serve clients more effectively in the moments that matter most.”
Ashley Ross, Head of Consumer Client Experience and Business Transformation at Bank of America
“This technology helps our teammates deliver relevant insights in seconds, while operating with strong governance, transparency, and accountability.”
Tom Ellis, Chief Information Officer and Head of Consumer Technology at Bank of America
