Bank of America’s AI powered Virtual Assistant Erica

“The personalized, proactive and predictive nature of Erica’s guidance is what will continue to make the solution unique and powerful,” said David Tyrie, the head of advanced solutions and digital banking at Bank of America.

“It’s been a solid first year, but we’re just beginning to scratch the surface of Erica’s full potential to transform the client experience and help them live their best financial lives.”

AI-powered virtual assistant Erica has surpassed seven million users and 50 million client requests, the Bank of America announced.

The tasks range from everyday banking needs to more complex banking activities.

Bank of America also said it doubled the ways customers can ask questions, from 200,000 at Erica’s launch to 400,000, by learning from everyday conversations with customers.

Every month, Erica is engaged by an average of half a million new users. The generational breakdown for Erica’s use is
• 15% from Gen Z
• 49% from millennials
• 20% from Gen Xers
• 16% from baby boomers.


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