Customer Service Automation · Document Processing · Enterprise Knowledge Search · Sales Automation
Bank of America needed to improve employee productivity and client service at scale across a global workforce of 213,000 people, while reducing routine support demand, accelerating employee access to information, standardizing client preparation, and helping service teams respond more effectively.
Reported impact
Bank of America reports higher employee efficiency and better client service from broad internal AI adoption, including lower IT service desk demand, faster information curation for wealth teams, improved employee coaching, software-development productivity gains, faster meeting preparation, and more personalized contact-center support.
Bank of America describes a broad in-house AI operating layer embedded across technology, operations, training, and client-facing support workflows. Erica for Employees is the primary internal virtual assistant, serving employee requests such as password resets, device activation, benefits questions, and payroll or tax-form lookups. The bank also reuses the Erica technology foundation in ask MERRILL and PRIVATE BANK so Merrill and Private Bank teams can curate information faster and escalate harder requests to human experts through chat. The Academy applies AI conversation simulators to onboarding and coaching, generating real-time feedback on practice client interactions. Additional generative AI services support code writing and optimization, drafting client-meeting materials, summarizing research and market commentary, guiding contact-center specialists, and summarizing call recordings. Inputs come from employee questions, training conversations, research content, service interactions, and call audio; the source does not name a separate storage layer, but it does state these AI and GenAI services deliver answers, summaries, drafts, and guided assistance directly into employee workflows under human oversight.
Employee questions, practice conversations, research content, meeting-preparation inputs, and call recordings are fed into Bank of America’s in-house assistants and GenAI tools. Erica for Employees, ask MERRILL, PRIVATE BANK, The Academy, and the internally-developed GenAI platform process those inputs and return answers, curated information, coaching feedback, summaries, and guided assistance directly to employees; complex chat requests can be escalated to bank experts.
"A modernized desktop tool leveraging AI proactively provides guided assistance to customer service specialists in Bank of America contact centers, enabling them to deliver a more personalized client experience, increase client satisfaction, and reduce call handling times."
"An internally-developed GenAI platform enables the Global Markets sales and trading team to search, summarize, and synthesize our industry-leading research and market commentary more quickly and efficiently."
"Bank of America software developers are using a GenAI-based tool to assist with code writing and optimization, through which they have experienced efficiency gains of over twenty percent."
"Bank of America’s onboarding, education, and professional development organization uses AI to provide interactive coaching through conversation simulators... through real-time feedback."
"Building upon Erica’s success, in 2020, Bank of America launched Erica for Employees, an AI-driven internal virtual assistant."
"Leveraging the technology behind Erica, these tools help Merrill and Bank of America Private Bank teams efficiently curate information to deliver superior client experiences."
"Today, over 90% of employees use Erica for Employees, with the virtual assistant having reduced calls into the IT service desk by more than 50%."
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Scoring methodology
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Traceability
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