Investing.com
Published Apr 08, 2024 21:18
Clients engage with the company's virtual assistant 2 million times per day for help with everyday financial needs, and the occasional joke
"Erica acts as both a personal concierge and mission control for our clients," said
Over the last six years, Erica's capabilities have expanded to support individual and corporate clients across the enterprise, including within Merrill, Benefits OnLine ®, and the award-winning CashPro ® platform.
"Erica is a great example of applied innovation in language processing and predictive analytics to deliver a valuable and empowering client experience," shared
To date, Erica has responded to 800 million inquiries from over 42 million clients and provided personalized insights and guidance over 1.2 billion times. For example:
Just like the 213,000 teammates at Bank of America, fostering a personal relationship with clients is a priority for Erica. For example:
"Our data science team has made more than 50,000 updates to Erica's performance since launch “ adjusting, expanding and fine-tuning natural language understanding capabilities, ensuring answers and insights remain timely and relevant," said Katz. "2 billion client interactions is a compelling milestone though this is only the beginning for Erica."
Bank of America
Bank of America is one of the world's leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company provides unmatched convenience in
Zelle and the Zelle-related marks are wholly owned by Early Warning Services, LLC and are used herein under license.
For more Bank of America news, including dividend announcements and other important information, visit the Bank of America newsroom and register for news email alerts.
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Written By: Investing.com
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