Bank of America has announced an upgrade to EricaAssist, its internal AI-powered agent assistant, by integrating generative AI (GenAI) capabilities.
The move is designed to provide real-time, contextual insights to customer service representatives, allowing them to resolve client inquiries with greater speed and accuracy.
Currently utilized by more than 18,000 employees, EricaAssist functions as a human-in-the-loop tool. The new GenAI enhancements allow the system to surface relevant guidance in under three seconds.
By summarizing the reason for a call and recommending next steps based on the specific client relationship, the technology aims to reduce the cognitive load on agents, letting them focus more on the human elements of the interaction.
Early data suggests the integration is already yielding tangible results in operational efficiency, with Bank of America reporting a reduction in average call times by nearly one minute per interaction.
Ashley Ross, Head of Consumer Client Experience and Business Transformation at Bank of America, said:
Ashley Ross, Head of Consumer Client Experience and Business Transformation, Bank of America
“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.”
The bank emphasizes that while the AI provides the data, the employee remains the primary decision-maker. This approach is part of a broader “responsible AI” strategy that prioritizes human oversight and transparency.
Tom Ellis, Chief Information Officer and Head of Consumer Technology at Bank of America, added:
Tom Ellis, Chief Information Officer and Head of Consumer Technology, Bank of America
“This technology helps our teammates deliver relevant insights in seconds, while operating with strong governance, transparency, and accountability.”
The upgrade is supported by the bank’s $14 billion annual technology budget, of which $4 billion is dedicated to new initiatives.
Looking ahead, Bank of America plans to expand EricaAssist to additional business lines and servicing scenarios later this year.
