Bank of America's "Erica" Handles Millions of Queries

1B+

Interactions

98%

Resolution Rate

50M

Users Served

Challenge

Call centers were overloaded with routine customer inquiries, leading to long wait times.

Solution

Launched Erica virtual assistant (voice/text AI) for 24/7 instant customer support.

Results

Over 50 million users served with 98% query resolution, cutting support wait times drastically.

Full Description

Bank of America needed a way to scale its customer support without exponentially increasing headcount. Routine queries like balance checks and transaction history were clogging up phone lines, frustrating customers with long wait times. Erica, an AI-driven virtual financial assistant, was introduced to the mobile app. Erica uses Natural Language Processing (NLP) to understand and respond to voice and text commands. It provides proactive insights, helps with transactions, and monitors for recurring charges, effectively acting as a 24/7 personal banker.

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