Bank of America adds generative AI to its EricaAssist employee tool
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Bank of America Enhances EricaAssist with Generative AI to Help Employees Resolve Client Needs Faster
July 21, 2026 12:00 PM EDTNew AI capabilities deliver relevant insights in seconds, helping employees provide more personalized client service in real-time
Key takeaways
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... More