Business
A Decade of AI Innovation: BofA's Virtual Assistant Erica Surpasses 3 Billion Client Interactions
Erica, the most widely adopted AI-driven virtual financial assistant, is a central gateway to serving clients – assisting nearly 50 million users since launch, surpassing 3 billion client interactions, and now averaging more than 58 million interactions per month. Launched in 2018, Erica is deepening relationships with clients and driving greater efficiencies throughout Bank of America.
About this update from Bank Of America Corporation
[{"type":"text","content":"CHARLOTTE, N.C., Aug. 20, 2025 /PRNewswire/ -- Erica, the most widely adopted AI-driven virtual financial assistant, is a central gateway to serving clients – assisting nearly 50 million users since launch, surpassing 3 billion client interactions, and now averaging more than 58 million interactions per month. Launched in 2018, Erica is deepening relationships with clients and driving greater efficiencies throughout Bank of America. ","length":443,"tagName":"p"},{"type":"image","alt":"(PRNewsfoto/Bank of America Corporation)","displaySize":"","headline":null,"caption":"(PRNewsfoto/Bank of America Corporation)","className":"","disableSlideshowImg":false,"size":{"original":{"width":400,"height":218,"url":"https://media.zenfs.com/en/prnewswire.com/4d6fb45aaf101b6a5768c6209ac29c98"},"resized":{"url":"https://s.yimg.com/ny/api/res/1.2/vBL7vueTUitsFOJUBxvDrQ--/YXBwaWQ9aGlnaGxhbmRlcjt3PTcwNTtoPTM4NDtjZj13ZWJw/https://media.zenfs.com/en/prnewswire.com/4d6fb45aaf101b6a5768c6209ac29c98","width":400,"height":218}},"href":"https://mma.prnewswire.com/media/1612970/Bank_of_America_Corporation_Logo.html","hrefExternal":true,"rel":"nofollow"},{"type":"text","content":""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."","length":345,"tagName":"p"},{"type":"text","content":"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:","length":208,"tagName":"p"},{"type":"list","items":[{"val":[{"type":"text","content":"Highlighting BankAmeriDeals cash back deals for clients based on their spending.","length":80,"tagName":"p"}]},{"val":[{"type":"text","content":"Alerting clients which way their balances are trending in the next 7 days.","length":74,"tagName":"p"}]},{"val":[{"type":"text","content":"Notifying clients of their eligibility for Preferred Rewards, increasing the value of their relationship with the bank.","length":119,"tagName":"p"}]},{"val":[{"type":"text","content":"Providing guidance on nearl...