Software
Bank of America chatbot Erica sees more than 1.5B interactions
July 17, 2023
Bank of America's chatbot Erica has had more than 1.5 billion interactions with customers since its launch in 2018. Customers in 2023 have used Erica 333 million times so far, up 35% year-over-year, according to a press release.
With Erica, customers can ask a variety of requests including sending money to friends, moving money between accounts or asking where the nearest ATM or branch is. Of all Erica's uses, customers use it to check their subscriptions 3.6 million times monthly. Other data points include:
- Customers use Erica to understand their spending habits 2.1 million times monthly.
- Check refunds 863,000 times.
- Check upcoming bills 332,000 times.
- Check their credit score 267,000 times.
"Erica's controlled AI has become a primary gateway to personalization, and it continues to evolve with our clients' financial needs," David Tyrie, chief digital officer and CMO at Bank of America, said in the release. "It took four years to reach the first billion interactions, but client engagement with Erica is accelerating, and it will easily exceed two billion within a few months. Our clients appreciate how simple and intuitive Erica is, and they trust it's only using proprietary, vetted data."
