Customer Service Automation
Bank of America wanted to help customer service representatives resolve client needs faster, navigate complex topics more easily, and deliver more personalized guidance during live client conversations without removing human judgment from the service process.
Reported impact
The enhanced EricaAssist helps employees resolve client needs faster, supports decision making in real time, reduces call times, and improves efficiency and client experience while maintaining human oversight.
Bank of America enhanced EricaAssist, its in-house human-assisted AI agent for customer service representatives, by adding generative AI capabilities that operate during live client calls. In the workflow described, EricaAssist ingests the immediate conversation context along with relationship-specific context such as the employee’s role and the client’s relationship with the bank. It then processes that context in real time to summarize why the client is calling, pull together relevant information, and recommend next steps without interrupting the conversation flow. The output is served directly to employees as contextual guidance in under three seconds, so representatives can keep listening, explain solutions, and make decisions faster. The page does not name separate storage or model-serving products, but it does emphasize governance: the system is deployed with human oversight, transparency, accountability, and the employee kept at the center of each outcome.
During live client calls, EricaAssist takes in conversation context plus employee-role and client-relationship context, uses generative AI to summarize why the client is calling and assemble relevant information, then returns recommended next steps and guidance to customer service representatives in under three seconds so they can act without interrupting the conversation.
"Bank of America (B of A) today announced enhancements to EricaAssist, its human assisted AI agent that supports employees during client conversations, delivering real time insights that help resolve client needs faster while keeping the employee at the center of the experience."
"Bank of America customer service representatives use generative AI capabilities within EricaAssist to summarize why a client is calling, pull together relevant information, and recommend next steps based on the employee’s role and the client’s relationship with the bank."
"EricaAssist reduces average call times by nearly one minute per interaction, improving efficiency and client experience."
"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."
"This technology helps our teammates deliver relevant insights in seconds, while operating with strong governance, transparency, and accountability."
"Used by more than 18,000 customer service representatives, EricaAssist works alongside employees during calls – summarizing and surfacing relevant guidance in real time."
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