Software
Bank of America's Erica surpasses 3B user interactions
August 21, 2025
Bank of America's virtual assistant Erica has now had more than 3 billion client interactions, averaging 58 million monthly. First launched in 2018, the virtual assistance provides financial guidance and services to clients, according to a press release.
Erica can provide a variety of services including:
- Balance trends.
- Informing of eligibility for Preferred Rewards.
- Advice on nearly 50 investment topics.
- Appointment scheduling with a banker.
"Erica has been learning from our clients for many years, enabling us to leverage AI today at scale, globally," Hari Gopalkrishnan, chief technology and information officer at Bank of America, said in the release. "Our early and ongoing investments in AI demonstrate our commitment to delivering innovative experiences and value to clients."
Bank of America trains Erica to answer client questions with a library of more than 700 responses. It has also regularly updated the chatbot and embedded it in other business areas such as Merrill, Benefits OnLine and CashPro.
"Our clients appreciate Erica's ability to help them manage their spending, improve budgeting and increase savings," Nikki Katz, head of digital at Bank of America, said in the release. "Erica is the bedrock upon which we've built an unmatched high-tech, high touch client experience."
