Over 90% of Bank of America‘s 213,000 employees are now using its internal AI-powered virtual assistant, dramatically reducing calls to the IT services desk by 50%. Originally launched in 2020 as Erica for Employees, adoption of the assistant surged during the pandemic, especially as remote workers needed help with mobile password resets, device activations, and other technical support.
Since its launch, the assistant’s capabilities have expanded to include support for HR-related inquiries like health benefits, payroll, and tax form navigation. It’s also become a key resource for Merrill and Bank of America Private Bank teams, helping them curate relevant information and, when necessary, connecting them directly with experts for complex requests.
Beyond employee support, the bank is tapping generative AI to summarise call centre recordings and assist developers with coding tasks. With over 1,200 AI and machine learning-focused patents — more than half already granted — Bank of America is cementing itself as a major player in enterprise AI.
“AI is having a transformative effect on employee efficiency and operational excellence,” said Aditya Bhasin, chief technology and information officer at BofA. “Our use of AI at scale and around the world enables us to further enhance our capabilities, improve employee productivity and client service, and drive business growth.”