More than 18,000 employees use EricaAssist as a human-assisted AI agent to help serve clients. New Generative AI (Gen AI) capabilities deliver contextual guidance in under three seconds, helping resolve client needs faster and supporting decision making by customer service representatives. EricaAssist reduces average call times by nearly one minute per interaction, improving efficiency and client experience. Bank of America (BofA) today announced enhancements to EricaAssist, its human-assisted AI agent that supports employees during client conversations, delivering real time insights that help resolve client needs faster while keeping the employee at the centre of the experience. Used by more than 18,000 customer service representatives, EricaAssist works alongside employees during calls – summarising and surfacing relevant guidance in real time – so employees can focus on listening to and understanding clients, explaining solutions and building stronger relationships. The enhancements are making our human agents better and providing our customers with an improved and more efficient experience. "EricaAssist reflects our high tech, high touch approach," said Ashley Ross, head of consumer client experience and business transformation at Bank of America. "By combining human judgement 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." Bank of America customer service representatives use generative AI capabilities within EricaAssist to summarise why a client is calling, pull together relevant information, and recommend next steps based on the employee's role and the client's relationship with the bank – all without interrupting the flow of the conversation. "This technology helps our teammates deliver relevant insights in seconds, while operating with strong governance, transparency and accountability," said Tom Ellis, chief information officer and head of consumer technology at Bank of America. Later this year, Bank of America plans to expand EricaAssist to support additional servicing scenarios and business lines. Frequently asked questions Question: Why enhance EricaAssist with GenAI capabilities? Answer: Enhancing EricaAssist reflects the bank's focus on continuously improving how employees access and deliver personalised guidance and resolve client needs faster. Question: How do EricaAssist enhancements reflect Bank of America's broader investments in technology? Answer: Bank of America spends $14 billion annually on technology, of which more than $4 billion is allocated to new initiatives, including AI. These ongoing investments, combined with our high-tech, high-touch approach, continue to enhance our client experiences across all channels and to drive operational efficiencies across the company. Question: Why blend AI with employee decision making? Answer: Our responsible AI strategy ensures human oversight, transparency and accountability for all outcomes. By leveraging AI at scale across our global operations, we are optimising performance and improving client experiences. EricaAssist works alongside employees, supporting their decision-making and service. Employees ensure clients receive thoughtful guidance, with AI operating within established governance and oversight. Re-disseminated by The Asian Banker
